CX ProdOps & Design - Indus Appstore

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

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!

JD:

• Key Responsibilities:

  • Design process flows for ‘manual’ CX channels (ex: Agent desk): Analyze end-to-end customer and developer journeys from product to support to identify friction points and improvement opportunities to design intuitive, scalable workflows across app, chat, voice, self-serve channels & other channels. Build SOPs and support playbooks to improve efficiency and performance.
  • Design process flows for ‘automated’  CX channels (ex: Bot, IVR, Self serve etc.): Design flows that address common customer queries with minimal human intervention. Define escalation protocols, fallback logic, and resolution paths to increase BOT efficiency. Continuously improve BOT performance through data analysis and user feedback.
  • Continuous Improvement :Streamline existing processes to improve metrics such as CSAT (Customer Satisfaction), AHT (Average Handling Time), Reopens, Escalations. Apply design thinking and first principles to challenge legacy workflows and develop innovative solutions. Data-Driven Execution :Conduct VOC analysis, RCA, and feedback loop implementation.Track and influence L1 metrics, including NPS, CSAT, AHT. Leverage dashboards and data insights to validate hypotheses and measure success.
  • Cross-Functional Stakeholder Collaboration :Partner with Product, Operations, Category, Sales, and internal CX teams to align process changes with broader business goals.Communicate clearly and persuasively with stakeholders across levels, including leadership.
  • Content building for CX assets: Own and drive the content building for different CX assets available to the user including but not limited to FAQs, video tutorials, blogs, CRM communications, Help Center.   

• Functional Competencies:

  • Ability to map the customer and developer journey and envision different scenarios that that the users might encounter and requirements that could arise from the user
  • Understands the business/product strategy and translates the same to impactful and seamless customer and developer journeys across all touchpoints
  • Applies a strong understanding of the customer perspective to design effective journeys.
  • Analyzes data to measure customer and developer journey effectiveness and identify areas for optimization.
  • Manages multiple projects simultaneously, ensuring timely and quality delivery
  • Collaborates effectively with diverse stakeholders through clear and concise communication.
  • Has an impact driven approach and understands downstream implications of any proposed journey change
  • Approaches work with a structured methodology, emphasizing documentation and versioning with proper reviews 
  • Explores and leverages emerging technologies to innovate and transform customer experiences (good to have)

  Behavioral Competencies:

  • Is curious about what the customer wants and actively seeks to understand customer pain points
  • Demonstrates a strong passion for exceeding customer expectations
  • Collaborates across boundaries to deliver exceptional experiences, does not limit to their role alone
  • Is aspirational to learn & get challenged 
  • Matured to coach & drive the team
  • Should have a strong point of view and can be assertive with stakeholders and influence them without authority

  Candidate Profile:

  • Executed/collaborated and driven CX Process Design, Product  Operations projects from conception to completion
  • Has a perspective about the end user and has worked on redesign or optimize existing journey with keen focus on improving customer experience
  • Has experience of designing a user journey end to end for a new product launch or feature
  • Experience in analyzing CX data (NPS, CSAT etc.) to identify pain points, measure the success of implemented changes
  • Have examples of working effectively with product, technology, category, sales, and operations teams to implement CX strategies
  • They should show an awareness of how technology can enhance customer experiences 
  • Have gone the extra mile to resolve issues, and a genuine passion for creating positive customer experiences

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, 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 on our blog.

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