Head of Content and Education
Head of Content and Education
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Job Description
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!
At PhonePe the Customer Experience team assumes responsibility for a customers journey within the app. We diligently identify areas for improvement based on customer feedback (Voice of Customer) minimize the effort required to seek assistance and tirelessly aim to deliver swift and meaningful resolutions. Our commitment to enhancing the customer experience and demonstrating the principle of Customer First is how we realize our vision of becoming the best in class.
The Content & Localisation is a key function within the Customer Experience (CX) organization. The Content and Localisation vertical serves as a horizontal support unit. Its role extends internally within the CX department and also encompasses broader organizational functions in specific cases. As a central Content and Localisation hub of expertise the vertical plays a pivotal role in enhancing overall customer experience across multiple domains.
The Content and Localisation Head is an experienced professional with a background in customer communication roles within a producttech environment. Their expertise includes driving a multichannel customer communication strategy collaborating with stakeholders to ensure all customer communication aligns with the companys overall messaging and outreach strategy . They need to ensure that close attention is paid to the brands values and how they are expressed in writing or verbally by the companys support representatives in multiple languages. They need to be recognized as a thought leader in the customer communication space and possess strong people leadership skills making them a valuable asset in steering the Content & Localisation teams towards success. Given the complexity of a matrixed and evolving organizational structure and varied business categories the Content & Localisation Head must excel in navigating such environments.
The Role:
- Formulate and execute on a bestinclass content and localisation strategy for PhonePe customers that align with the business unit goals
- Align functional and organizational objectives to support business and product objectives & drive value for customers
- Adjust and align content & localisation strategies in collaboration with internal teams as the scale and complexity of the business unit expands
- Own the customer communication and content across all customer support channels help section/ interactive bot/ social media/ agent/ error screens.
- Rich media content creation & usage to make customer communication more effective
- Collaborate with the business and product teams to takeownershipof andenhance key experience metrics including NPS CTT Automation and CSAT.
- Take responsibility for and enhance metrics within the CXs prevention efficiency and experience pillars.
- Lead a large diverse team and elevate the quality and performance of the team members
- Mentor and coach emerging leaders within the function for succession planning
Ideal Candidate :
- 10 years of leadership in the customer communication domain and possessing a deep understanding of working in a producttech and customer experience environment.
- A confident communicator and presenter with exceptional verbal and written communication skills with a track record of engaging stakeholders at various organizational levels.
- Strong writing editing proofreading layout and design professional printing/publishing skills are essential includingthe ability to present concepts verbally
- A passion for building lasting organizations mentoring people and effectively handling stakeholder relationship
- An organizationfirst individual who thinks strategically is enthusiastic about the operational details and executes with rigor while leading from the front
- Exceptional verbal and written communication skills with a track record of engaging stakeholders at various organizational levels.
- Possesses a keen aptitude for strategic & analytical thinking effective problemsolving and logical decisionmaking
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.
Required Experience:
Director
Employment Type
Full Time
