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Voice of Customer Program Manager



Customer Service, Operations
Sydney, NSW, Australia
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 and User Advocacy group sits within the User Voice supergroup and is responsible for amplifying our users’ voices throughout the rest of Canva, as well as working with other teams to ensure our users have an issue-free experience. One of the ways we do this is through analysis of our direct user feedback channels like support tickets, social media feedback and in-product surveys, and then by working with teams around the business to understand, prioritise and action this feedback. We strive to shine a light on possible issues and opportunities in the product, to ensure our users are getting the best experience we can give them.

About the Role

As a Voice of Customer Program Manager, you’ll work in our User Insights team to analyse qualitative and quantitative user feedback data, including support tickets, in-product surveys and other channels, and distil it into actionable insights for our teams. You’ll then work closely with teams around Canva to understand and prioritise these insights to ensure the most important issues and requests are captured on our teams’ roadmaps. This may be to share emerging feedback trends or issues during the rollout of new features, prior to product development to better understand our user needs, or in an ongoing manner, to constantly monitor any issues or requests our users may have. The overarching aim of the role is to proactively identify meaningful ways to improve the user experience based on signals from our user feedback, and then ensure these improvements are actioned by the right team.

What you’ll do:

  • You’ll develop a strong knowledge of Canva’s products and features to be able to relate user feedback to the different experiences
  • You’ll become deeply familiar with the different issues and requests our users express in their feedback
  • You’ll use a variety of tools to constantly analyse qualitative and quantitative user feedback data to uncover opportunities to improve the user experience
  • You’ll share reports and findings with Canva’s various product teams to ensure these opportunities are captured on roadmaps
  • You’ll work with product teams on determining the best way to address our user feedback
  • You’ll work with our User Voice product teams to ensure we’re capturing the right feedback from our users

What we're looking for
We’re looking for someone with experience in setting up, running or significantly contributing to a Voice of Customer or Customer Experience program. You’re good with data, both qualitative and quantitative, and can combine it with excellent communication skills and user empathy to share compelling stories. Your product and UX intuition mean you can prioritise the right actionable insights to share back to teams and you collaborate seamlessly to deliver meaningful product improvements for our users.

Ideally, you:

  • Working experience in contributing to, or ideally driving, a Voice of Customer, Customer Experience or Customer Insights program
  • Have strong data analysis and research skills, both quantitative and qualitative, and have experience with data analysis tools like Looker, Mode, or similar
  • Have strong user empathy: you constantly advocate for them and can easily understand the why behind the what to uncover root causes of product issues or requests
  • Are an excellent storyteller and communicator: you’ll need to share the insights from this data in an engaging and impactful manner
  • Have good product and UX sense and can use this to identify strategically valuable and viable product opportunities from user feedback
  • 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
  • Work seamlessly with others: you’ll need to be able to collaborate with a variety of stakeholders around the business to ensure user issues and requests are actioned

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.