Service Design & Insights Program Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
Were looking for passionate people with a hunger to empower and support Canva users. We need someone who loves challenges just as much as we do and is open and adaptable to a company as dynamic as Canva. Do you want to work within a cross-cultural customer-focused organisation If your answer is yes then we would love to hear from you!
Key responsibilities of this role include:
Service design: Youll design the China User Voice end-to-end experience for customers taking Canvas global platforms and localising it for CN users needs. Youll break down the end-to-end experience into discrete goals for each part of China User Voice team
Voice of Customer: Youll be the owner of Canva China Voice of Customer programs and systems. Create Voice of Customer insight reports and deliver to relevant product teams to shape user experience and ensure the top opportunities are captured on product roadmaps.
Service Quality: Youll be the owner of Canva China Service quality framework and systems. Create service quality reports and deliver help assistant human support quality improvement insights to China User Voice internal stakeholders.
Program Delivery: Youll scope projects from chaos to clarity clearly define and articulate problems/opportunities set the success measure drive project deliveries in a timely manner optimising the balance between quality capacity cost and user engagement.
Stakeholder management: Identify the right stakeholders across the business and create/maintain relationships with them to deliver the best outcomes for the business and for our users
Qualifications :
What were looking for
Were looking for someone with experience in setting up running or significantly contributing to a Voice of Customer or Customer Experience program. Youre 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:
Have 3-5 years of experience in driving Voice of Customer Customer Experience or Customer Insights program. Product management experience will be a big plus.
Have strong user empathy: you constantly advocate for them and can easily understand the why behind the what to uncover root causes of issues or requests
Are an excellent storyteller and communicator: you know how to get buy-in from key stakeholders. Youve got a track record of bringing people on the journey with you they know whats changing and why.
Have good product and user experience sense and can use this to identify strategically valuable and viable product opportunities from user feedback
Are a fast decision maker with excellent judgement: you know how to handle a complex situation and see it through to a positive outcome
Have a deep love of and significant experience in solving user issues at scale.
Thrive in fast-changing environments seeing opportunity everywhere and keeping a focus on delivery. Youre not afraid of complex problems in fact thats where you thrive.
Have excellent prioritisation skills: youll need to be able to cut through the noise to ensure youre focusing your efforts and other teams efforts on the right things
Know how to work independently but you also love collaborating with people from different disciplines and countries and sharing a vision for User Experience.
Youve got a good balance between big-picture thinking and nailing the details.
Additional Information :
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 stack 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 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.
Please note that interviews are conducted virtually.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
We're a global online visual communications platform on a mission to empower the world to design. Featuring a simple drag-and-drop user interface and a vast range of templates ranging from presentations, documents, websites, social media graphics, posters, apparel to videos, plus a hu ... View more
