CX Strategy Lead Consumer Payments Experience

About PhonePe Group:

PhonePe is Indias 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 techenabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is Indias first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the companys 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!

Role CX Strategy Lead Consumer Payments

Reports to CX Strategy Head Consumer Payments

Location Bangalore

PhonePe is Indias 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 nonbanking 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 24karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like taxsaving funds liquid funds international travel insurance and Corona Care a dedicated insurance product for the COVID19 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 customers 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 Consumer Payments experience we are looking to reimagine how we think & design experiences for our customers to make their interaction with PhonePe reliable simple and effortless. Our interventions at every stage of the customer journey will be aimed at engagement and retention manifested through great customer experience.

The Role:

• Bring in a strong understanding of fintech & payment regulations. Evaluate and improve upon the compliance adherence of the support org in accordance with guidelines.
• Own end to end experience for customer 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/asis processes to ideate/create and lead new projects focused on customer experience automationleverage and measurable goals/business impact.
• Be able to drive relevant L0/L1 metrics and lead teams to achieve set targets.
• Drive process mapping designing documentation metrics monitoring systems and process ownership.
• Display structured problemsolving skills and use a systematic disciplined and factbased 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.
• Demonstrate a compliancefirst view and champion adherence to regulatory norms.
• This is a managerial role with 810 strategy resources to be managed.

Ideal Candidate

• B.Tech/Graduate/post graduate from Tier 1/2 campus with 8 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

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 Daycare 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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