Lead - Automation and CX Platforms

2 weeks ago

Bengaluru, India PhonePe Full time
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.CultureAt 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 usJD - Automation and Platforms Lead - CXRole - Lead CX Automation & PlatformsReports to - COE Head / CX Strategy Head - Merchant & Consumer PaymentsLocation - BangalorePhonePe is India’s leading digital payments platform with 550 million registered users and 38million registered Merchants. Using PhonePe, users can send and receive money, rechargemobile, DTH, and data cards, pay at stores, make utility payments, buy gold, and makeinvestments. PhonePe went live for customers in August 2016 and was the first non-bankingUPI app and offered money transfers to individuals and merchants, recharges, and billpayments to begin with. In 2017, PhonePe forayed into financial services with the launch ofdigital gold, providing users with a safe and convenient option to buy 24-karat gold securely onits platform. PhonePe has since launched Mutual Funds and Insurance products like tax-savingfunds, liquid funds, international travel insurance, and Corona Care, a dedicated insuranceproduct for the COVID-19 pandemic among othersAt PhonePe, we take extra care to make sure you give your best at work, Everyday Andcreating the right environment for you is just one of the things we do. We empower people andtrust 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 theapp, identifies opportunities for it to be better based on customer VOC, reduces effort to get helpand strives to provide quick and meaningful resolution. To better the customer experience bybeing an ambassador for our customers and fulfilling a core cultural tenet of ‘Customer First’ ishow we execute on our vision to be best in class.We are looking to reimagine how we think & design experiences for our customers to make theirinteraction with PhonePe reliable, simple and effortless. Our interventions at every stage of thecustomer journey will be aimed at automation, engagement and retention manifested throughgreat customer experience.The Role:● Own end to end Customer support automation and platforms strategy along withexecution for all business units across the customer experience portfolio and channels.Identifying opportunities for improvement and coordinate with stakeholders to improveexperience scalably.● Build deep understanding of technical specification across a diverse portfolio of productsto create memorable customer experiences● Drive stakeholder engagement across multiple stakeholders( Product/ Tech/ Operations/Strategy) for customer experience automation projects and work with them to solvecomplex problems● Build deep understanding and expertise of internal platforms and CRM tools (Freshdesk,Freshchat,etc.) to enable the team solve critical problems in the ecosystem● Identify, scope and implement instrumentations and control variables across all CXflows across channels and new product initiatives● New tech understanding and an innovation mindset for all things experience and solvingfor internal business efficiencies/ automate manual intensive operational processes● This is a managerial role with a team of experienced professionals to be managed.Basic Requirements● B.Tech/Graduate/post graduate from Tier 1/2 campus● 8-10 years of experience across product, program or customer experience managementroles.● 5+ years of experience in people management● Strategic mindset and bias for action with strong ability for strategic planning, defininggoals and driving outcomes.● Ability to lead and influence a team while fostering relationships across multiple org-wideteams● Excellent analytical skills, ability to do independent analysis and arrive at conclusionsand guide teams on plans basis observations● Understanding of new technologies/RPA platforms which enhance productivity/experience● Excellent interpersonal and communication skills, with experience interacting with multi-stakeholders/leadership in a high dynamic environment● Experience of working with product based startups is a plusPhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)Insurance Benefits -

Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life InsuranceWellness Program -

Employee Assistance Program, Onsite Medical Center, Emergency Support SystemParental Support -

Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support ProgramMobility Benefits -

Relocation benefits, Transfer Support Policy, Travel PolicyRetirement Benefits -

Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave EncashmentOther Benefits -

Higher Education Assistance, Car Lease, Salary Advance Policy

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