User Voice Lead (China, Japan, South Korea, India)

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.