User Voice Lead (China, Japan, South Korea, India)
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
What youll do (responsibilities)
- Define and own the service strategy for CJKI grounded in deep user insights and aligned with global User Voice processes.
- Translate the service vision into clear actionable priorities and workstreams that improve the end-to-end support experience.
- Drive the execution of the service strategy while working with your local team and global teams influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation.
- Partner closely with regional and country leaders and key business stakeholders shaping decisions on service strategy major changes and key initiatives. Run regular business reviews and drive decisions forward.
- Advocate for the voice of the customer ensuring user insights and top loops inform priorities planning and decision-making.
- Drive strong service performance outcomes including reducing customer effort increasing satisfaction service levels and productivity.
- Lead and inspire your team - frontline support specialists enablement teams program managers and product/ engineering teams providing coaching strategic direction and clarity of purpose. Build and sustain a strong people culture fostering engagement through team cohesion in-office connection Force for Good participation and a shared sense of belonging.
Qualifications :
What were looking for
Were looking for a strong people leader with deep experience driving customer experience and service outcomes at scale. You bring strong judgement a pragmatic problem-solving mindset and the ability to lead through complexitybalancing strategic thinking with hands-on execution. You thrive in fast-moving ambiguous environments and know how to bring people along the journey while delivering meaningful impact for users.
Ideally you:
- Have 810 years of people leadership experience with a track record of building scaling and developing high-performing teams.
- Are a strong problem solver with excellent judgement able to navigate ambiguity make sound decisions and deliver outcomes even with constrained resources.
- Are a well-rounded craft leader able to work effectively across frontline specialist enablement program and technology teams to deliver cohesive and truly local service experiences.
- Are an exceptional communicator and storyteller able to simplify complex ideas communicate clearly at all levels and create shared understanding and momentum.
- Are a trusted stakeholder partner skilled at influencing and advocating for strong regional-global collaboration and alignment.
- Are comfortable rolling up your sleeves and getting into the details when needed while still maintaining a clear strategic perspective.
- Are an inspirational and motivating leader who fosters a professional positive and inclusive team culture and has a strong track record of developing leaders from the ground up.
Additional Information :
What the candidate will learn and how will they develop at Canva
- The opportunity for growth is huge creating company-wide solutions and seeing them through long-term. Content design is still new in this part of User Voice so your work will have a massive impact.
- Youll be able to work in a fast-moving environment and see how your ideas work at scale.
- We want this to be a mutually rewarding relationship so well support your growth and development throughout your time at Canva.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- EIGRP
- VOIP
- VMware
- Avaya
- BGP
- LAN
- OSPF
- QoS
- Project Planning
- Scripting
- Unity
- Troubleshooting
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
