Voice of Customer Program Manager
Voice of Customer Program Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Join the team redefining how the world experiences design.
Hey gday mabuhay kia ora hallo vtejte!
Thanks for stopping by. We know job hunting can be a little time consuming and youre probably keen to find out whats on offer so well get straight to the point.
Where and how you can work
Our flagship campus is in Sydney. We also have a campus in Melbourne and coworking spaces in Brisbane Perth and Adelaide. But you have choice in where and how you work we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.
About the Group
The Close the Loop 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 issuefree experience. One of the ways we do this is through analysis of our direct user feedback channels like support tickets social media feedback and inproduct 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 youll work in our Close the Loop Group to analyse qualitative and quantitative user feedback data including support tickets inproduct surveys and other channels and distil it into actionable insights for our teams. Youll 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 youd be doing in this role
As Canva scales change continues to be part of our DNA. But we like to think thats all part of the fun. So this will give you the flavour of the type of things youll be working on when you start but this will likely evolve.
- Champion the Voice of the Customer Synthesise insights from multiple user feedback channels (support app store inproduct feedback etc. to help teams understand top user issues and requests.
- Drive Impactful Change Work closely with Product Design Experience Generative AI and Content & Discovery teams to ensure user feedback directly influences product decisions.
- Connect the Dots Identify patterns across qualitative and quantitative data sources to create compelling narratives that drive alignment and action.
- Facilitate CrossFunctional Collaboration Partner with key stakeholders run workshops and develop storytelling decks to align teams on priorities and product roadmaps.
- Be the Subject Matter Expert Lead the Close the Loop program for specific product areas ensuring teams have the right insights to make datainformed decisions.
- Own Feedback Analysis Tools Manage and optimize internal feedback triage systems working handson to improve how we analyze and action user feedback.
Youre probably a match if you
- Have at least 35 years experience in Voice of the Customer Customer Experience or Customer Insights with a proven track record of turning user insights into actionable outcomes.
- Are a strong visual storyteller. You can craft compelling presentations and narratives that drive decisions. (Your application is a great way to show this!
- Thrive in an individual contributor role owning the strategy and with a strong bias to action.
- Have great communication skills and excel at rallying crossfunctional teams to align on priorities and drive impact.
- 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.
- Have good product and UX sense and can use this to identify strategically valuable and viable product opportunities from user feedback.
- Are comfortable with data analysis able to synthesize insights without relying on data analysts for basic analysis.
- Have a productfocused mindset with the ability to connect the dots between user feedback business needs and product decisions.
- Enjoy (and ideally have experience) in collaborating with technical teams such as Product Managers Designers and Engineers to translate insights into product decisions.
Whats in it for you
Achieving our crazy big goals motivates us to work hard and we do but youll experience lots of moments of magic connectivity and fun woven throughout life at Canva too. We also offer a range of benefits to set you up for every success in and outside of work.
Heres a taste of whats 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 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 dont feel like your skills quite match whats listed above we still want to hear from you!
Please note that interviews are conducted virtually.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
