Program Manager - Customer Experience
As a User Voice Experience Advocate within the Service Design & Delivery (SDD) group at Canva, you will play a pivotal role in shaping the support experience for users in the United Kingdom and the Netherlands. This position is based in Amsterdam, Netherlands, and offers a hybrid working environment, combining in-office collaboration with flexible remote work options. You will be instrumental in ensuring that Canva's help experience feels truly local while leveraging the company's global capabilities.
In this role, you will define and execute the support strategy for the UK and Netherlands markets, grounded in user insights and aligned with global User Voice processes. Your responsibilities will include driving the execution of service strategies, influencing planning cycles, and leading cross-functional implementations across User Voice and the broader Canva organization. Additionally, you will focus on reducing customer effort, increasing satisfaction, and opening support channels that meet users where they are. Auditing help content, chatbot responses, and specialist communications to ensure they reflect local styles and expectations will also be a key part of your day-to-day work.
The ideal candidate will have relevant experience in customer experience, support operations, service design, or related strategic roles within tech or SaaS environments, with demonstrated impact on support strategy and execution. A proven track record in launching initiatives and building strategies from scratch that drive measurable impact is essential. Strong problem-solving skills, the ability to navigate ambiguity, and make sound decisions are crucial. Exceptional communication and storytelling abilities, with fluency in Dutch and English, are required to translate user insights into compelling narratives for stakeholders. The candidate should be proactive, adaptable, and thrive in fast-paced environments, enjoying collaboration across cultures and time zones.
Canva offers a range of benefits to support your success both in and outside of work. These include equity packages to share in the company's success, an inclusive parental leave policy supporting all parents and carers, an annual Vibe & Thrive allowance to support your wellbeing and personal growth, and flexible leave options to recharge and be a force for good. Additionally, you will have exposure to global teams and cross-functional leaders as Canva scales toward 1 billion users.
Joining Canva means becoming part of a team that empowers every user and ensures every voice is heard. The User Voice supergroup is dedicated to creating seamless, differentiated, issue-resolving experiences while driving smart investments. By partnering across product areas and international markets, the team strives to create end-to-end support experiences that feel local, regardless of where users are located. If you are passionate about making a significant impact and contributing to a company that values user empowerment and innovation, this role offers an exciting opportunity.