Process Designer

**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.

**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

Team and Responsibilities

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.

The ‘Process Designer’ is a strategic role impacting customer experience. PhonePe caters to various segments of customers through the diverse product offerings. A process designer’s role is at the core laying the foundation for the exceptional experience each of those customers have while interacting with the support org. The role contributes to preempting and continually identifying the customer needs to design the most efficient and effective processes to drive top class experience.

**ROLE EXPECTATIONS**:
**Process flows - **Pursue extensive ticket analysis, gather customer insights and identify possible failure points for processes which lead to issues and subsequent tickets. Design effective **automation (BOT/IVR)** flows and other **process flows** for the assigned PODs with focus on
- Customer experience
- Influence from VOCs
- Influence from data analysis
- Compliance to set guidelines
- Impact
- Priority

**VOCs **- Exceptional grip on VOCs for the PODs assigned
- Placeholders to perform VOC analysis
- Prepare internal prioritization roadmaps basis the VOC analysis
- Work with different stakeholders to identify solutions to the identified VOC influencers

**Tracking - **Monitor the progress of metrics
- Placeholder for daily monitoring of POD metrics
- Identify challenges and solutions in partnership with AMs

**Communication**: Work with the team to build the narratives for accomplishments, POD progress etc. Play an active role in Weekly and Monthly business reviews

**Collaboration**: Regular connects with stakeholders to share updates, understand pain points, brainstorm etc

**Learning - **Upskill self with the customer journey, priorities of other PODs to provide PD with BCP and reduce the dependency on single POCs

**Customer Journey mapping** - Map and analyze end-to-end customer journeys across all touchpoints and channels.

Identify key stages, interactions, pain points, and opportunities for improvement. Leverage CRM and journey mapping tools (e.g., Lucid chart) for mapping and analysis.
- Should be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience, automation with a measurable business impact.
- Should display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.
- Have good interpersonal and communication skills. Be able to multitask and prioritize basis impact.
- Educational qualification & experience:_
- Education - Graduate in any stream

**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, Salary Advance Policy

**_Wo