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Lead Content Designer - User Help Experience

Full-timeContent writer$110,000-$145,000*
Melbourne, Australia
Parental leave
This job offer is closed.
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Join the team redefining how the world experiences design.

Hey, g'day, mabuhay, kia ora,你好, hallo, vítejte!

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. 

Where and how you can work

Our flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. But you have choice in where and how you work. That means if you want to do your thing in the office (if you're near one), at home or a bit of both, it's up to you. 

What you’d be doing in this role

As Canva scales change continues to be part of our DNA.But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

At the moment this role is focused on:

  • 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. 
But don't just take our word for it, check out what Design Lead, Chen Zhang, has to say about working in Design at Canva:

"I love working at Canva because I really amempowering the world to design by designing!"

What's in it for you?

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

Here's a taste of what's on offer:
• 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 youpersonally

Check out for more info.

Other stuff to know

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.

Please note that interviews are conducted virtually. 
Questions & answers for this position
  • What is the type of contract for this position?
    The contract for this position is a Full-time contract
  • What's the salary range for the Lead Content Designer - User Help Experience position?
    The suggested salary for this position is $110,000-$145,000*
  • Is telecommuting possible for this position?
    No, telecommuting is not possible for this position
About Canva
Canva is an Australian graphic design platform, used to create social media graphics, presentations, posters, documents and other visual content.
Graphic Design, Photo Editing
1K-5K employees

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