Content Design Lead - Help & Support (RELOCATE TO AUSTRALIA)
Canva
- Sydney, NSW
- Permanent
- Full-time
- Content Design: You'll use your exceptional writing skills and user experience principles to craft UX copy that empowers our users to self-help, whether that's through a conversational interface, diagnostic flow, or Help Center experience. You'll also work with the rest of the content design team to tackle problems we're all facing, so we can continue to build a robust, thriving specialty within User Voice and across Canva.
- Strategy: User Voice has a complex ecosystem of content across many channels. You'll use your head for strategy to connect the user experience with the right information, at the right time, to the right person.
- Leadership: You will be seen as a leader for content design thinking in the help space. You will also coach a small team of other Content Designers to help them achieve their delivery and growth goals.
- Collaboration: You'll partner with people across the group to design end-end help flows, design patterns to support our content re-use strategy, fine-tune information architecture, build AI-driven tools, and work with teams to deliver content design for our user-facing products.
- Results: Your frictionless and friendly copy isn't just for show - it'll move the needle on the metrics that matter at Canva and within User Voice like contact rate, CSAT and successful self-help sessions.
- Collaboration: You'll bring design, PMs, engineers and researchers together in your group and across the supergroup to find the best solutions for our users.
- You're a senior Content Designer who's got a proven track record of solving complex problems, ideally in the tech/SaaS industry. This means you have at least 3-5 years of content design or UX writing experience.
- You have experience coaching other Content Designers and acting as a mentor to other people in our group who work in content.
- You're interested in the interplay of self-help and support and how content design can improve the experience.
- You've got a love for qualitative and quantitative research and usability testing and aren't afraid to dive in and deeply understand some of our top contact drivers.
- You're excited about what AI can bring to the table in the world of content design and are ready to work closely with our machine learning engineers to fine-tune how we create, structure and store our help content.
- You're also excited by the opportunity to contribute to a rapidly growing and critical function of Canva and recognise the impact that can come from improving the help experience for millions of people around the world.
- You have incredible UX writing skills and an impressive content design portfolio, and are a stickler for brand voice, consistency and style. You know the right tone to use when people feel stuck or have an issue.
- 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