Lead Content Designer - User Help Experience

• 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 and leadership: User Voice has a complex ecosystem of content across many channels. You'll use your head for strategy to connect the user experience together with the right information, at the right time, to the right person. You will seen as a leader for content design thinking in the help space.
• Collaboration: You'll partner with people across the group to design end-end help flows, 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 to find the best solutions for our users. 

You're probably a match if

• 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’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 offer 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 recognize 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.
• You'd love to eventually coach a team of Content Designers and enjoy acting as a mentor to other people in our group who work in content.
• You know how to get buy-in from key team members. You value bringing people on the journey with you – they know what’s changing and why.

About the team

• Help and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners, our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and Chatbot.
• User Help Experience group’s mission is to empower every user to instantly solve their issue or answer their question. The group covers our Assistant, Chatbot, Help Center and Support Pathways.