Customer Experience Design- Gm/ Avp

1 week ago

Bengaluru, India Paytm Full time

**About Us**:
Paytm is India’s leading digital payments and financial services company, which is focused on driving consumers and merchants to its platform by offering them a variety of payment use cases. Paytm provides consumers with services like utility payments and money transfers, while empowering them to pay via Paytm Payment Instruments (PPI) like Paytm Wallet, Paytm UPI, Paytm Payments Bank Netbanking, Paytm FASTag and Paytm Postpaid - Buy Now, Pay Later. To merchants, Paytm offers acquiring devices like Soundbox, EDC, QR and Payment Gateway where payment aggregation is done through PPI and also other banks’ financial instruments. To further enhance merchants’ business, Paytm offers merchants commerce services through advertising and Paytm Mini app store. Operating on this platform leverage, the company then offers credit services such as merchant loans, personal loans and BNPL, sourced by its financial partners.

**About the team**:
The Design team is an integral part of CS, as they foresee and work on long term solutions today to make a better tomorrow. Lead the journey of Design (Lean Six Sigma) and strategic business improvement projects, and partner and act as a SME to stakeholders in identifying and prioritizing improvement projects. Improvements are broken down into short term and long term solves, involving process enhancements to product changes in making it customer centric DIY flows.

**About the role**:
Lead the journey of Design (Lean Six Sigma) and strategic business improvement projects, and partner and act as a SME to stakeholders while driving the improvements.

**Expectations/ Requirements**:

- Identify key deliverables, conduct end-to-end assessment, and build solutions and processes that allow stakeholders drive improvements and enhance efficiencies
- Drive associates’ engagement and develop Lean and Six Sigma capabilities through coaching and mentoring
- Understanding customers’ needs of the process and driving improvements (focused on process optimization, cost reduction, customer experience and operational excellence)
- Will lead a team and/or direct others
- Calculate financial cost & benefits
- Lead a cross-functional team to work with transformation work stream heads to identify and assess Mid-Tier opportunities across initiatives that will drive efficiencies in product development and productivity
- Energize teams and stakeholders, collect data, conduct diagnostic analysis, identify opportunities that positively impact quality, cost, delivery excellence, and customer satisfaction, and present action plan to management
- Collaborate and engage cross functional members at all levels of the organization and execute initiatives that will drive quantifiable savings

**Superpowers/ Skills that will help you succeed in this role**

1. Experience in Commerce, Business or Engineering undergraduate or graduate degree with minimum 10-12 years business experience, preferably with exposure to banking with6-8 years of experience with process analysis (qualitative and quantitative)

2. Support complex and high impact Six Sigma and Lean projects

4. Deep understanding of various development methodologies, Iterative, Waterfall, Agile(P)

5. Create a culture focused on Continuous Improvement, challenging status-quo, thinking outside-the-box, and coach, mentor team mates

6. Experience in transformation and change management including demonstrated success leading large
- scale transformation projects, ensuring process improvements are implemented and sustained across all process stakeholders

7. Leads, motivates and develops direct and in-direct reports to maximise the engagement and motivation of team members in the achievement of their objectives utilising the performance management framework, role model behaviours and the culture & values of our organization.

**Education**:Graduate/ Post Graduate

***

**Why join us**

1. A collaborative output driven program that brings cohesiveness across businesses through technology

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals

Respect, that is earned, not demanded from your peers and manager

**Compensation**:
If you are the right fit, we believe in creating wealth for you

With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants - and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story

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