Senior Instructional Designer - Customer Service

Canva

Manila City, Metro Manila
Permanent
Full-time

12 days ago

Job DescriptionJoin 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 workOur flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.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:Ensuring that all customer service specialists and vendors' staff are supported in their functional learning and knowledge cascade to succeed in resolving our users' queries. This role will partner with our internal development team, Canva University, to be able to provide the needed support in our CS Operations which then empowers the specialists to be successful in delighting our users. We also collaborate with the enablement teams such as Service Quality, Content Team, and the Specialists Operations teams to identify and assess the training needs of our specialists - then build the appropriate curriculum and training programs for them.
Note: This is an individual contributor role

Use your instructional design background to craft compelling learning content, experiences, and materials including but not limited to: new employees' systems access, training tools, and other needs as outlined by the specialisation
Conduct training needs analyses and develop training programs and strategies that will aid the continuous learning of vendors and internal specialists
Create and launch projects and initiatives with multiple moving pieces and stakeholders specifically to ensure that specialisation's performance keeps improving and remains to be excellent
Define learning design principles in alignment with Canva University's Learning & Development Principles
Back-up in orchestrating the transfer of knowledge which may involve training of service escalation experts, quality personnel, coaches, vendors trainers, vendor managers and anyone else involved in specialist development
Establish relationships with specialisations including vendor partners to steer all things learning, including but not limited to onboarding and up-skilling
Develop effective evaluation and testing techniques to assess the overall performance of the specialisation while constantly improving their development and experience
Partner with the enablement teams-- Service Quality and Content teams to ensure that critical learning points and support needed are captured, provided, and operationalized.

You're probably a match if:

You have deep expertise and a proven portfolio in instructional design (ADDIE) and crafting evaluations (KirkPatrick), with a focus on customer service training design and strategy
You have a solid understanding of curriculum-based learning, skilled in designing and launching curriculums
You have exceptional project management skills, are adept at delivering complex projects involving multiple collaborators and moving parts, and are passionate about project execution and completion
You have in-depth understanding of the long-term impact of learning and development for BPO vendor partners and the business
You are proactive in identifying training needs across various levels and roles within customer service
You emphasize results-based performance and can outline the impact on company goals and global priorities
You value stakeholder engagement and experience-based leadership skills, empowering all to be on track and accountable
You have well-rounded collaboration skills, ensuring alignment across all touchpoints with relevant stakeholders
You are organised and adept at navigating complexity and ambiguity, proficient in balancing multiple tasks, tools, and materials simultaneously
You are agile and adaptable, excelling in dynamic situations and proactively seeking alternative solutions when needed
Amenable to potential 24/7 shifting schedules, depending on business needs

About the teamGlobal User Voice Enablement Team (fondly called GrUVE), is on a mission to delight Canva users with every support interaction, by scalably empowering every customer specialist to deliver excellent quality support.The GrUVE team will cover Work Force Management, Content, Learning and Development, Vendor Management, Process Design, Quality and Specialist Tools Enablement. This role will act as a Program Manager working with all the mentioned teams ensuring that we all work together towards common strategic goals.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 range 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 you personally

Check out lifeatcanva.com for more info.Other stuff to knowWe 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.Additional Information

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