Job Description

Role - Associate Manager, CX Process Design - Merchant Experience

PhonePe is India's leading digital payments platform with 400 million registered users and 32 million registered Merchants. Using PhonePe, users can send and receive money, recharge mobile, DTH, and 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 transfers 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, and Corona Care, a dedicated insurance product for the COVID-19 pandemic among others

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 technology is a big part of being at PhonePe.

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 for ways for effective resolution of issues encountered. Design the end to end process to intake merchant issues, acknowledge and research to identify the root cause to eventually resolve it to closure.

- Once established, automate the process by leveraging various communication and automation platforms. Structure and implement strategic reviews/metrics analysis/VOC analysis, and benchmark to optimize existing processes by deploying design thinking.

- Drive stakeholder engagement across Product, Operations, Category and internal CX teams for all process and CX related requirements which help in better, faster resolution and merchant experience.

- Be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience, automation-leverage, and measurable goals/business impact.

- Be able to drive relevant L1 metrics and lead team of process designers to achieve set targets.

- Drive process mapping, designing, documentation, metrics, monitoring systems, and process ownership.

- Display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.

- 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.

- This is a managerial role with ~3+ smart process design professionals to be managed.

Ideal Candidate :

- B.Tech/Graduate/post graduate from Tier 1/2 campus with 5+ years of experience

- Strong people management and influencing skills

- Excellent analytical skills, ability to do independent analysis and arrive at conclusions and guide teams on plans basis observations

- Understanding of Customer journey mapping and identifying opportunity areas

- Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership.

- Experience of working with product based startups is a plus