Program Manager - Customer Experience (Berlin, Germany)

Program Manager - Customer Experience

Company Overview

Join the team redefining how the world experiences design.

Hiya, g'day, mabuhay, kia ora, 你好, hallo, vítejte, merbaha! 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.

The User Voice supergroup exists to empower every user and make every voice heard. We ensure users can exchange help, ideas, and inspiration effortlessly while providing insights back to the business to prevent issues before they happen.

Within User Voice, the Service Design & Delivery (SDD) group is on a mission to craft seamless, differentiated, issue-resolving experiences while driving smart investments. We partner across product areas and international markets to create end-to-end support experiences that feel local — wherever our users are. Every user empowered, every voice heard — that’s what drives us.

Job Summary

As Canva scales towards 1 billion users, change is constant — and that’s where you come in.

As a user voice experience advocate within our Service Design & Delivery (SDD) group, you’ll shape how support feels for users in Germany. You’ll make sure our help experience feels truly local — while still being powered by Canva’s global capabilities.

You'll create and execute the support strategy that makes German users feel like Canva was built just for them.

You have the amazing opportunity to define your role. You'll encounter problems no one has solved before, and you'll figure them out. You’ll have a bias to action, and you’ll measure success through impact.

Key Responsibilities

• Own your market's support strategy - Define what truly local means for Germany —grounded in user insights and aligned with global User Voice processes
• Execute your strategy - Drive the execution of your service strategy while working with local and global teams, influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation.
• Drive measurable service improvements - Reduce customer effort, increase satisfaction, and open support channels that meet German users where they are.
• Make support feel truly local - Audit help content, chatbot responses, and specialist communications to ensure they reflect local styles, norms, and expectations. Partner with teams to systematically improve quality
• Become the expert on German users' voices - Advocate for user insights, ensuring feedback loops inform priorities, planning, and decision-making across Canva.
• Bridge local and global teams - Translate country priorities into support initiatives, and User Voice capabilities into outcomes that matter for German users

Requirements / Qualifications

• You have relevant experience in customer experience, support operations, service design, or related strategic roles in tech or SaaS environments with demonstrated impact on support strategy and execution
• You have a proven track record in launching initiatives and building strategies from scratch that drive measurable impact.
• You are a strong problem solver who can navigate ambiguity, make sound decisions, and deliver outcomes even with constrained resources.
• You’re an exceptional communicator and storyteller — fluent in German and English — and can confidently translate user insights and simplify complex ideas into compelling stories for stakeholders
• You can work independently while loving collaboration across functions. Are a team player committed to collective success and Canva's mission.
• You’re proactive, adaptable, and happy to roll up your sleeves to get things done
• You thrive in fast-paced environments and enjoy working across cultures and time zones

Location

This role is based in Berlin on a hybrid set-up. At Canva, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals. You’ll collaborate closely with global stakeholders while helping strengthen our support foundations locally and at scale.

Employment Type

Full-time Recruitment type: Permanent

Salary & Benefits

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 range of benefits to set you up for every success in and outside of work.

• 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 and personal growth
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally
• Exposure to global teams and cross-functional leaders as we scale toward 1 billion users

Check out lifeatcanva.com for more info.

Application Process

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!

Please note that interviews are conducted virtually. Please apply in English.