PhonePe Hiring B.Tech, Graduates, Postgraduates: Check Post Details

Overview:

PhonePe is hiring an experienced Associate Manager, CX-Strategy at their Bangalore location. 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.

The complete details of this job are as follows:

Roles and responsibilities:

The Ideal Candidate should be able to:

• 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 scalably.
• Once established, automate the process by leveraging various communication and automation platforms. Structure and implement strategic reviews/metrics analysis/VOC analysis, and benchmarking 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
• 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 teams 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.

Eligibility Criteria:

• B.Tech/Graduate/Postgraduate 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

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