User Insights Analyst

Job Description

Join the team redefining how the world experiences design.

Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!

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.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

As a User Insights Analyst, you’ll work in our Close The Loop 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. This may involve working with insights tools like Enterpret & Looker, manually scrubbing a sample of tickets, or working with other teams around Canva like Specialist Operations. 

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:

• You will leverage your high level of product literacy to take our raw feedback data (with Enterpret support) and generate actionable insights that can be consumed by product managers / business partners, ultimately driving product improvements

• You’ll use your analytical skills to understand the core drivers of customer feedback and product issues

• You’ll partner with different stakeholders and contributors within User Voice to drive Close The Loop strategies

• You will contribute to the development and fine tuning of feedback categories (inc. CHT categories, Enterpret, and however else we might categorise insights) and maintain a balance of scalability vs. providing useful insights to internal stakeholders

You're probably a match if:

• You’re already familiar with Canva as a product 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 related 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 Close The Loop group sits within the User Voice supergroup and is responsible for amplifying our users’ 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.

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 stack 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, take time to recharge and supports you personally

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. 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!