Customer Experience Lead
Vor 3 Tagen
Job Description Join the team redefining how the world experiences design. 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.
We also have a campus in Melbourne and co-working spaces in Brisbane, Perth, and Adelaide.
This role is open to applicants looking for a hybrid style of working, who are able to attend one of our AU campuses frequently to collaborate with teams.
What you'd be doing in this role The User Voice Business Partner, also known as Customer Experience Lead, will be accountable for defining the processes, logic, policies, and overall support experience for users requiring support for issues while editing and designing on Canva.
They will be responsible for designing the right mix of channels between help centre, in-product assistant, chatbot, chat, email, and other possible future channels, e.g., phone support.
The experience needs to meet user needs whilst also being deliverable at scale and at sustainable cost.
Having designed the experience, this role is then responsible for ensuring all the parts of User Voice's global capabilities are aligned on delivering this experience with clear and defined goals and objectives, and ensuring product roadmaps accommodate the diverse needs of both this segment of users, and the internal stakeholders with whom the User Voice Business Partner will be closely collaborating.
This role is also accountable for the overall performance delivery against these goals - they will communicate progress, identify issues, and resolve situations large and small rapidly and effectively.
The role will initially be an internal contributor role within the User Voice group and as a partner to internal business and product teams across areas that touch on editing and designing.
They will have access to the full network of User Voice capabilities.
Over time, the role may include a small direct team.
At the moment, this role is focused on:
Service design: Design the User Voice end-to-end experience for customers, ensuring our processes, policies, and systems reflect the current needs of our users and our business.Service design: Break down this end-to-end experience into discrete goals for each part of User Voice's global teams.Service delivery: Be accountable for overall results and cost to internal stakeholders.
You will leverage data-driven insights to continuously refine our service delivery model, ensuring it scales efficiently with Canva's growth.Issue resolution: Identify and resolve issues large and small; you will take ownership of the full end-to-end customer experience strategy and its execution, influencing how millions of Canva users interact with our platform.Voice of Customer: Deliver User Voice insights to relevant product teams to shape experiences to avoid service issues in the first place.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.Change Management: Manage product or business changes that impact our users, liaising between User Voice stakeholders and other internal teams to ensure changes are managed effectively and in a way that doesn't negatively impact the user experience.You're probably a match if You are passionate about customer experience, with a track record of designing scalable, user-centric solutions that reduce friction and elevate satisfaction.You're a fast decision-maker with excellent judgment: you know how to handle a complex situation and see it through to a positive outcome.You have a deep love of, and significant experience in, solving user issues at scale.You have a good balance of strategic and tactical approaches, seeing opportunity everywhere and keeping a focus on delivery.You know how to get buy-in from key stakeholders.You've got a track record of bringing people on the journey with you – with clarity on what's changing and why, and clarity on responsibilities and actions to be taken.You bring extensive experience in customer support operations from fast-growing SaaS or platform-based
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