Process Designer, Merchant Experience
2 weeks ago
**About PhonePe**
PhonePe is India’s leading digital payments platform with over 400 million+ registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, 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 non-banking UPI app and offered money transfer 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 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.
PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.
**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
**Job purpose**
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.
In Merchant experience, we are looking to reimagine how we think & design experiences for our merchants to make their interaction with PhonePe reliable, simple and effortless. Our interventions at every stage of the merchant journey will be aimed at engagement and retention manifested through great merchant experience.
The Role:
- Pursue extensive ticket analysis, gather merchant insights and identify possible failure points for process which lead to issues and subsequent tickets.
- 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 in a scalable manner
- Basis opportunities identified, look for ways for effective resolution of issues encountered. Design the end to end process to intake merchant issues, acknowledge and research to identify the root cause to eventually resolve it to closure.
- Once established, automate the process by leveraging various communication and automation platforms. Structure and implement strategic reviews/metrics analysis/VOC analysis, and benchmark 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 which help in better, faster resolution and merchant experience.
- Drive process mapping, SOP documentation, BOT and IVR flow design while monitoring metrics and platform health.
**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, Mobile & Broadband Reimbursements, 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_**_._
-
Process Designer, Merchant Experience
3 weeks ago
Bengaluru, India PhonePe Full timeAbout 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...
-
Process Designer, Merchant Experience
1 month ago
Bengaluru, India PhonePe Full timeAbout 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...
-
Process Designer
4 weeks ago
Bengaluru, India PhonePe Full time**About PhonePe** PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, 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 non-banking UPI app and...
-
Process Designer
3 weeks ago
Bengaluru, India PhonePe Full timeAbout 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...
-
Bengaluru, India PhonePe Full timeAbout 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...
-
Process Designer
1 month ago
Bengaluru, India PhonePe Full timeAbout 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...
-
Senior Analyst
2 days ago
Bengaluru, India Razorpay Full timeRazorpay was founded by and Harshil Mathur in . Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses...
-
Merchant On-Boarding
1 month ago
Bengaluru, India 2coms Full timePosition TitleFreelance MerchantOnboardingResponsibilities:Facilitate theonboarding process for merchants onto the platform by providingthem with a PayNearby referral code and deploying the QR code intheirshops.Providemerchants with a unique PayNearby referral code serving as anidentifier for theirbusiness.Deploy the QRcode in the merchants shops enabling...
-
Cib - Merchant Pricing - Associate
1 week ago
Bengaluru, India JPMorgan Chase Bank, N.A. Full time**About the Employer** **Global Finance & Business Management ("GF&BM") India **is a combined LOB-aligned (Line of Business-aligned) finance & business support team located in India and is part of JPMorgan's global capability center (GCC). We are part of the Office of the CFO (OCFO) organization within JPMorgan, which has 13000+ people across the globe,...
-
Assistant Merchant
1 week ago
Bengaluru, Karnataka, India Victoria's Secret Full time**Description** DESCRIPTION: The Assistant Merchant supports the Merchant/Leader in delivering the volume and growth expectations of a book of business, through comprehensive expert in areas including, but not exclusive of, assortment details, SKU Management and reporting needs. including, but not limited to: system utilization, data entry and...
-
Sr Product Designer
4 weeks ago
Bengaluru, India Uber Full timeAbout the RoleWe seek a Product Designer to join our Merchant Design team in Bangalore. As Product Designers, we tackle interaction and service design challenges and work on big new ideas that will transform how people use our products. In a rapidly growing environment, we collaborate with engineers, product managers, content designers and some of the...
-
Sr Product Designer
4 weeks ago
Bengaluru, Karnataka, India Uber Full timeAbout the RoleWe seek a Product Designer to join our Merchant Design team in Bangalore. As Product Designers, we tackle interaction and service design challenges and work on big new ideas that will transform how people use our products. In a rapidly growing environment, we collaborate with engineers, product managers, content designers and some of the...
-
Merchant On- boarding
4 weeks ago
Bengaluru, India 2coms Full timePosition TitleMerchant OnboardingSpecialistPositionOverview As a MerchantOnboarding Specialist you will play a crucial role in facilitatingapp installation and onboarding for vendors in your city. You willengage directly with shop owners and proprietors guiding themthrough the process of downloading the app and completing thesignup procedure. This role...
-
Payments Pricing
1 month ago
Bengaluru, India JPMorgan Chase & Co. Full timeJob Title Market Research & Insights – Sr. Associate – Payments Pricing (Merchant Services) Short Description Join the team that is driving market strategy for one of the most innovative banks. Position Description: The . Morgan Payments Pricing is responsible for analysis used to drive strategic pricing decisions and the development of tools...
-
Bengaluru, India IO Circuit Designer with 3-8 years of experience: Full timeIO Circuit Designer with 3-8 years of experience:- Proficient in GPIO cells in CMOS VLSI technology like TX, RX & Serial Interface logic implementations.- Sound knowledge on CMOS Analog circuit designs like Current Mirrors, comparators, schmitt triggers, filters & Opamps.- At least 2 or 3 VLSI Projects tapeout experience is required preferrably in GPIO...
-
Bengaluru, India IO Circuit Designer with 3-8 years of experience: Full timeIO Circuit Designer with 3-8 years of experience:Proficient in GPIO cells in CMOS VLSI technology like TX, RX & Serial Interface logic implementations.Sound knowledge on CMOS Analog circuit designs like Current Mirrors, comparators, schmitt triggers, filters & Opamps.At least 2 or 3 VLSI Projects tapeout experience is required preferrably in GPIO...
-
Bengaluru, India IO Circuit Designer with 3-8 years of experience: Full timeIO Circuit Designer with 3-8 years of experience:Proficient in GPIO cells in CMOS VLSI technology like TX, RX & Serial Interface logic implementations.Sound knowledge on CMOS Analog circuit designs like Current Mirrors, comparators, schmitt triggers, filters & Opamps.At least 2 or 3 VLSI Projects tapeout experience is required preferrably in GPIO...
-
Process Designer
4 weeks ago
Bengaluru, India PhonePe Full timeAbout 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...
-
Process Designer
1 month ago
Bengaluru, Karnataka, 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...
-
Manager - Customer Success
1 week ago
Bengaluru, India Razorpay Full timeThe Role: In this role, you'll leverage your expertise to champion the customer and agent voice in process development & enhancement, product enhancement. You'll become a customer and agent journey expert, translating their needs into actionable strategies that elevate the overall experience. Roles and Responsibilities: Deep Dive into Products &...
