Customer Feedback Specialist

Company Description

Job Description

Join the team redefining how the world experiences design.

Hey, gday, mabuhay, kia ora, 你好, hallo, vítejte!

Thanks for stopping by. We know job hunting can be a little time consuming and youre probably keen to find out whats on offer, so well get straight to the point.

What you’d be doing in this role

• As Canva scales change continues to be part of our DNA. But we like to think thats all part of the fun. So this will give you the flavour of the type of things youll be working on when you start, but this will likely evolve.
• As a Customer Feedback Specialist, you’ll work in our User Insights Operations team to analyse qualitative and quantitative user feedback data, including support tickets, in-product surveys, and other channels, and distill it into actionable insights for our teams.
• The overarching aim of the role is to support our group in proactively identifying meaningful ways to improve the user experience based on signals from our user feedback, and then ensure these improvements are actioned by the right team.

At the moment, this role is focused on:

• Leveraging your high level of product literacy to take our raw feedback data (with support from our insights tools) and generate actionable insights that can be consumed by product managers / business partners, ultimately driving product improvements
• Using your analytical skills to understand the core drivers of customer feedback and product issues
• Partnering with different stakeholders and contributors within User Voice to drive our group’s strategies
• Contributing to the development and fine-tuning of feedback categories (e.g. issue types, AI-powered categorisation, etc) and maintain a balance of scalability vs. providing useful insights to internal stakeholders
• Working with various insights tools such as Enterpret and Looker,, manually scrubbing a sample of tickets, or working with other teams around Canva like our Customer Happiness Team.

Youre probably a match if

• You have a high level of product literacy across Canva and have impeccable attention to detail.
• You love delving into complex problems and using your analytical skills to get to their root.
• You can join the dots between different sources of information to understand how different issues might be connected and how they relate to the bigger picture.
• You have great communication skills: you can synthesize your findings into a great visual narrative to help people understand the key message, and share proactive updates with relevant stakeholders before they ask.
• You have the technological aptitude to manage spreadsheets, documents, and collaborative presentations.
• You are motivated to complete routine tasks and are a master of time management and prioritization.
• You have the ability to thrive in high-pressure situations as well as work in situations that deal with ambiguity/navigating complexity.
• You are naturally curious and love digging into the “Whys” of things, even if they may be initially unclear.

About the team
The Insights and User Advocacy group sits within the User Voice supergroup and is responsible for amplifying our users’ voices throughout the rest of Canva, as well as working with other teams to ensure our users have an issue-free experience. One of the ways we do this is through analysis of our direct user feedback channels like support tickets, social media feedback and in-product surveys, and then by working with teams around the business to understand, prioritise and action this feedback. We strive to shine a light on possible issues and opportunities in the product, to ensure our users are getting the best experience we can give them

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. 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 don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.

Qualifications

Additional Information