Customer Experience Lead
vor 2 Monaten
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. Responsibilities include: 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 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. Identify and resolve issues large and small; take ownership of the full end-to-end customer experience strategy and its execution. Voice of Customer: Deliver User Voice insights to relevant product teams to shape experience 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. You're probably a match if: You are passionate about customer experience, with a track record of designing scalable, user-centric solutions. You're a fast decision-maker with excellent judgment. You have extensive experience in customer support operations from fast-growing SaaS or platform-based businesses. You thrive in a fast-paced environment and embrace rapid growth and change. About the team Help and support, especially at scale, is a complex and exciting problem space. Canva's User Voice team's mission is to provide insights back to the company to address issues before they happen as well as to make getting help and inspiration simple for everyone. 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 range 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. 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. Please note that interviews are conducted virtually.
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