CX Strategy Manager- Insurance

4 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.

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

Role - CX strategy manager - BFSI
Location - Bangalore
 
PhonePe is India’s leading digital payments platform with 400 million registered users and 32
million registered Merchants. Using PhonePe, users can send and receive money, recharge
mobile, DTH, and 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 transfers 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, and Corona Care, a dedicated insurance product for the
COVID-19 pandemic among others
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 technology is a big part of being at PhonePe. 
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 Role:
 Drive the experience strategy for a business unit
 Ensure that CX remains top of mind for the business unit and experience strategy
relevant to the ecosystem
 Align functional and organizational goals to support business and product objectives 
 Own & improve critical experience metrics such as NPS, CTT, Automation and CSAT in
partnership with business and product teams
 Own and improve metrics across CX’s prevention, efficiency and experience pillars
 Data-led decision making to improve product reliability & ease of use
 Provide qualitative and quantitative insights to business and product leaders
 Ensure we are compliant and relevant across the support journey
 Up level the quality and performance of the team
 Hire/Mentor the next in line leadership for the function
Ideal Candidate
 MBA/Post-Graduate from Tier 1 campuses with 8+ years of experience
 Demonstrated experience transforming businesses through enterprise-wide large-scale
transformation initiatives
 Strong organization building, people management and influencing skills
 Excellent verbal and written communication skills, with experience interacting with
stakeholders at multiple levels as well as the ability to demonstrate strong analytical and
problem-solving skills
 Experience working in a product technology company

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

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