Job Description

PhonePe is India's leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

The customer experience team at PhonePe takes full ownership of a customer's journey on the app, identifies opportunities for it to be better based on customer VOC, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of 'Customer First' is how we execute on our vision to be best in class. In the context of this role, the customer is merchants accepting payments via PhonePe.

In Merchant experience, we are looking to reimagine how we think & design experiences for our merchants to make their interaction with PhonePe reliable, simple and effortless. Our interventions at every stage of the merchant journey will be aimed at engagement and retention manifested through great merchant experience.

The Role:

• Own end to end experience for merchant journey interactions by looking at current state, identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
• Basis opportunities identified, look at ways to prevent the issue from happening (Issue prevention) and subsequent need for merchants to reach out to us for resolution (ticket prevention)
• Coordinate with multiple stakeholders across Product, Tech and Business teams to understand the platforms, systems and architecture for information & process flow. Identify failure nodes and dig deeper to arrive at the source and failure reasons.
• Evaluate and prioritize opportunities for improvement by quantitative and qualitative insights generated by ticket journeys, survey outcalling, market visits etc. Leverage technology, communication and processes to bring down issues and subsequent tickets created.
• Build narrative for aligning stakeholders and drive accountability by rigorous cadence around stakeholder management.
• Structure and implement strategic reviews driven by metrics analysis and VOC insights. Present initiatives, tracks and ongoing tasks, elaborate dependencies and recommend actions for the same.
• Be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience with measurable goals and business impact.
• Display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.

Ideal Candidate

• MBA/Post-Graduate from Tier 1/2 campuses with 5+ years of experience
• Strong stakeholder management and influencing skills
• Excellent analytical skills, ability to do independent analysis and arrive at conclusions and influence teams on plans, basis the observations.
• Should be able to synthesize quantitative & qualitative data to derive subject matter expertise and provide relevant insights to stakeholders - business teams, product and engineering leadership.
• High degree of customer centricity and a keen eye for identifying opportunity areas
• Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership.
• Experience of working with product based startups would be a plus

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe