User Voice Lead
Company Description
About the Group/Team CJKI
Canva’s mission is to empower the world to design. With over 220 million users today and an ambitious goal to reach 1 billion, hyper-localisation is critical to our success.
The CJKI Group plays a pivotal role in this journey. We are deeply committed to making Canva feel truly local across China, Japan, South Korea, and India—not just translated, but culturally resonant. By tailoring experiences to local expectations, behaviours, and ecosystems, we ensure Canva feels intuitive, relevant, and delightful for users in each market.
User Voice
Help and support at scale is a complex and exciting challenge. Canva’s User Voice team exists to surface insights that help prevent issues before they occur, while making getting help and inspiration simple for every user and every design. Guided by our mission—“Every user empowered, every voice heard”—we ensure that user feedback meaningfully shapes better experiences across Canva.
Our aspiration is for Canva’s help experience to be seamless, delightful, industry-leading, and highly effective at resolving user issues. We achieve this by driving innovation in service design—leveraging AI-first technologies, market-fit support channels, and expert human support where it adds the most value.
Job Description
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.
Qualifications
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.
Additional Information
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.
About the job
Apply for this position
User Voice Lead
Company Description
About the Group/Team CJKI
Canva’s mission is to empower the world to design. With over 220 million users today and an ambitious goal to reach 1 billion, hyper-localisation is critical to our success.
The CJKI Group plays a pivotal role in this journey. We are deeply committed to making Canva feel truly local across China, Japan, South Korea, and India—not just translated, but culturally resonant. By tailoring experiences to local expectations, behaviours, and ecosystems, we ensure Canva feels intuitive, relevant, and delightful for users in each market.
User Voice
Help and support at scale is a complex and exciting challenge. Canva’s User Voice team exists to surface insights that help prevent issues before they occur, while making getting help and inspiration simple for every user and every design. Guided by our mission—“Every user empowered, every voice heard”—we ensure that user feedback meaningfully shapes better experiences across Canva.
Our aspiration is for Canva’s help experience to be seamless, delightful, industry-leading, and highly effective at resolving user issues. We achieve this by driving innovation in service design—leveraging AI-first technologies, market-fit support channels, and expert human support where it adds the most value.
Job Description
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.
Qualifications
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.
Additional Information
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.