Service Design & Insights Program Manager

Location: Team Operations

Team: Country Beijing / China

About the Role

At Canva, we're on a mission to empower the world to design, with over 220 million users and a bold vision to reach 1 billion. As Service Design & Insights Program Manager in our Operations team based in Beijing, China, you'll drive the China User Voice program, localizing our global design platform for CN users' unique needs. You'll design end-to-end service experiences, own Voice of Customer and Service Quality systems, and deliver insights that shape product roadmaps and UX improvements. Thriving in our fast-paced, collaborative culture, you'll partner with cross-cultural teams to turn user feedback into innovative design solutions that delight creators everywhere. Key to success will be your ability to scope complex projects, prioritize high-impact opportunities, and communicate compelling stories that rally stakeholders—from product teams in Sydney to local support in Beijing. With strong user empathy, data skills, and product intuition, you'll uncover root causes, optimize for quality and engagement, and ensure Canva feels authentically local while scaling globally. This onsite role in our vibrant China hubs offers daily breakfasts, lunches, and spaces designed for connection and creativity. We're seeking passionate problem-solvers who love challenges, embrace change, and advocate fiercely for users. Join our CJKI group dedicated to hyperlocalization in China, Japan, Korea, and India, where your work directly powers Canva's growth. Experience the magic of our innovative, design-focused culture with equity, flexible leave, wellbeing allowances, and a team that redefines how the world creates.

Key Responsibilities

• Design the end-to-end China User Voice experience, localizing Canva's global platforms for CN users
• Break down user voice experiences into discrete goals for China User Voice team members
• Own Canva China Voice of Customer programs, systems, and insight reporting to product teams
• Capture top user opportunities and ensure they shape product roadmaps and UX improvements
• Develop and own Canva China Service Quality framework, creating reports for help and support teams
• Scope projects from chaos to clarity, defining problems, success measures, and driving delivery
• Optimize balance between quality, capacity, cost, and user engagement in program execution
• Identify and maintain relationships with key stakeholders across Operations, Product, and Design
• Prioritize actionable insights using product/UX intuition to drive meaningful user improvements
• Advocate for users with deep empathy, uncovering root causes behind feedback and issues

Required Qualifications

• 3-5 years of experience driving Voice of Customer, Customer Experience, or Customer Insights programs
• Proven experience in service design, localizing global platforms for regional user needs
• Strong data analysis skills with both qualitative and quantitative data
• Experience creating and delivering insight reports to product teams
• Demonstrated ability to scope projects, define success measures, and drive timely delivery
• Track record of stakeholder management across cross-functional and cross-cultural teams
• Experience in service quality frameworks and reporting for support teams

Preferred Qualifications

• Product management experience in design or UX-focused products
• Experience working in China market or with CJKI (China, Japan, Korea, India) localization
• Background in scaling user voice programs at high-growth tech companies
• Fluency in Mandarin and English
• Familiarity with Canva's design platform or similar creative tools

Required Skills

• Service design expertise for end-to-end user experiences
• Voice of Customer program ownership and insight reporting
• Qualitative and quantitative data analysis
• Stakeholder management across functions and cultures
• Project scoping, prioritization, and timely delivery
• User empathy and root cause analysis
• Excellent storytelling and communication for stakeholder buy-in
• Product and UX intuition for actionable insights
• Fast decision-making with strong judgement in complex situations
• Prioritization skills to cut through noise
• Big-picture thinking balanced with attention to detail
• Thriving in fast-changing, high-growth environments
• Independent work with collaborative cross-discipline experience
• Localizing global platforms for China market needs
• Service quality framework development
• Cross-cultural communication (English/Mandarin)

Benefits

• Equity packages to share in Canva's success
• Inclusive parental leave policy supporting all parents and carers
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup
• Flexible leave options for recharging and personal needs
• Onsite hubs in Beijing and Wuhan with breakfast, lunch, snacks, and team connection spaces
• Delicious meals and Zoom-friendly spaces to collaborate with global teams like Sydney
• Part of a design-empowering mission reaching 1 billion users through hyperlocalization
• Dynamic, fun culture with moments of magic, connectivity, and collaborative innovation

Canva is an equal opportunity employer.