What you’ll 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.
What we're looking for
We’re 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 complexity—balancing 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 8–10+ 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.
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.
- You’ll 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 we’ll support your growth and development throughout your time at Canva.
