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Job DescriptionJoin 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 workOur flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. This role is encouraged to be on a hybrid setup so we''ve created an environment that truly empowers you to thrive.What youd be doing in this roleAs Canva scales, change continues to be part of our DNA. This role blends strategic leadership with hands-on execution, ensuring that service quality remains exceptional while driving business transformation.At the moment, this role is focused on:Customer Experience StrategyCrafting and championing a bold vision to elevate the customer experience across every touchpointTranslating insights into impactful strategies that move the needle on CSAT, NPS, and resolution ratesCollaborating with support, product, content, and learning teams to deliver end-to-end service improvementsUsing performance data, AI signals, and customer feedback to refine and evolve our service quality approachDigitalisation of Quality AssuranceLeading the digital transformation of our quality assurance function, scaling Auto QA to audit thousands of ticketsTurning automated insights into continuous improvements that delight our customersDriving adoption of AI solutions across service teams to boost efficiency and consistencyChampioning automation to enhance team productivity and deliver standout service momentsOperational ExcellenceOverseeing Canvas global service quality program with a focus on consistency and scaleImplementing streamlined processes that raise the bar on quality and digital performanceMonitoring KPIs and service metrics to guide strategic decisions and improvementsTalent Development & Team EmpowermentEmpowering your team with clear goals, timely feedback, and growth-focused coachingNurturing high performance through skill development, learning, and inspirationLeading with empathy and clarity through change, helping your team thrive in transformationEmbodying Canvas ValuesLiving and leading through Canvas values empowering others, celebrating diversity, and championing creativityCultivating a safe, inclusive, and ambitious culture where everyone can do the best work of their livesYou''re probably a match if:Youve demonstrated success in improving customer experience metrics and leading large operational teamsYou have a proven track record of boosting CSAT, NPS, and resolution time in complex service environments. Youre operationally strong and comfortable managing quality in fast-paced, high-volume support settingsYou bring extensive experience in scaling and leading high-performing, diverse teams through transformationYour strategic, analytical, and leadership skills are paired with a genuine passion for nurturing talent and creating high-impact culturesYou have a bias for action and arent afraid to roll up your sleeves to get into the detailYoure skilled at navigating periods of rapid growth and operational complexity, and you know how to design and deploy digital strategies that solve big challengesMost of all, youre proactive and forward-thinking always anticipating whats next and preparing your team to thrive in itAbout the teamThe Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. This team plays a crucial role in ensuring Canvas knowledge base and support content remain world-class, helping users find solutions independently and efficiently.What''s in it for you?Achieving our crazy big goals motivates us to work hardand we dobut 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 success both in and outside of work.Here''s a taste of what''s on offer:Equity packages - we want our success to be yours tooInclusive parental leave policy that supports all parents & carersAn annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & moreFlexible leave options that empower you to be a force for good, take time to recharge and supports you personallyCheck out lifeatcanva.com for more info.Other stuff to knowWe 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 abovewe still want to hear from you!Please note that interviews are conducted virtually. #J-18808-Ljbffr