Process Designer, Merchant Experience

**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_**_._