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User Voice Program Manager



Manila, Philippines
Posted on Wednesday, May 22, 2024

Job Description

Join the team redefining how the world experiences design.

Hey, g'day, mabuhay, kia ora,你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.

Where and how you can work

Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

About the Group
The Insights & User Advocacy group
, within the User Voice supergroup, works with product teams and groups during rollouts to ensure our support and enablement teams are ready to support our users throughout these releases. This is an important step in ensuring our users continue to have a great experience of Canva, with touch points ranging from help centre articles and support flows, to internal knowledge base articles and training, workforce management as well as sharing insights back to teams.
About the Role/Specialty

As a Program Manager with Insights & User Advocacy, you will play a vital role in ensuring we continue to deliver a great experience to users by owning end-to-end change management for large rollouts and helping us optimise our processes. This will involve being a point of contact for our product and business teams during feature launches and changes, and being accountable for working with the relevant teams in User Voice to cascade the right information to the right stakeholders. This work is especially important given the increasing complexity and scope of our change management needs as we support multiple public product launches each year.

What you’ll do

  • You’ll play a vital role in ensuring our users have a great ongoing experience of Canva
  • You’ll be responsible for the end-to-end project management of user-facing product changes, to ensure our support and enablement teams are equipped to handle any issues that may arise from the launch
  • You’ll share Voice of Customer insights back to product teams during rollouts, so they know how their feature has been received
  • You’ll work with product, content, training and workforce management to build out and execute on project plans for big launches
  • You’ll perform end-to-end journey mapping and service design to ensure our users have a great product experience

What we're looking for
We’re looking for someone with a background in project management, specifically in a Customer Experience, Voice of Customer or Customer Support field. You’re great at taking on big, complex projects and driving them to success through seamless collaboration and crystal-clear communication. You understand the complexities of customer support operations and know your way around the organisational structure of a support team, including content, enablement, insights, training, and workforce management.

Ideally, you:

  • Have 5+ years’ experience in a similar role in a Customer Support, Customer Experience, Customer Service Design or Voice of Customer team
  • Have excellent project management skills, from inception to delivery to closing the loop
  • Collaborate seamlessly with a variety of global stakeholders, turning chaos into clarity and bringing everyone together to achieve a common goal
  • Are comfortable working with a variety of data sources and analysis tools, like Looker or Mode, and using this data to drive change
  • Have experience in sharing Voice of Customer insights to product or business teams to drive improvements in the user experience
  • Are an excellent storyteller and communicator: you’ll need to take a variety of inputs from different teams and turn these into an easy-to-follow narrative
  • Have experience in user journey mapping and service design, to build the right support experiences for our users
  • Have excellent prioritisation skills: you’ll need to be able to cut through the noise to ensure you’re focusing your efforts, and other teams’ efforts, on the right things

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a stack of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

  • Equity packages - we want our success to be yours too
  • Inclusive parental leave policy that supports all parents & carers
  • An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
  • Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.