CX Strategy Lead

3 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

Location - Bangalore

PhonePe is India’s leading digital payments platform with 550 million registered users and 38 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. 

We are looking to reimagine how we think & design experiences for our customers to make their interaction with PhonePe reliable, simple and effortless. Our interventions at every stage of the customer journey will be aimed at engagement and retention manifested through great customer experience.

The Role:

Own end to end customer experience strategy for consumer payments business. Identifying opportunities for improvement and coordinate with stakeholders to improve experience scalably.  Structure and implement strategic reviews/metrics analysis/VOC analysis, and benchmarking to optimize existing processes by deploying design thinking. Lead the org NPS charter for the org., by maintaining the highest customer confidence identifying process gaps affecting NPS, doing RCAs and working closely with internal teams to drive critical projects in order to improve NPS and reliability metrics Drive stakeholder engagement across Product, Operations, Category and internal CX teams for all process and CX related requirements .  Be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience, automation-leverage, and measurable goals/business impact. Be able to drive relevant experience metrics such as NPS, CTT, CSAT , resolution time and automation in partnership with product and business teams. Lead teams to achieve set goals. Drive process mapping, designing, documentation, metrics, monitoring systems, and process ownership. Display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.  Should be able to synthesize quantitative & qualitative data to derive subject matter expertise and provide relevant insights to stakeholders - business teams, product and engineering leadership.  Ensure adherence to compliance and regulatory requirements This is a managerial role with a team of experienced professionals to be managed. 

Ideal Candidate

B.Tech/Graduate/post graduate from Tier 1/2 campus 8+ years of experience across product, business, operations or customer experience strategy ( or a combination )  Strategic mindset and bias for action with strong ability for strategic planning, defining goals and driving outcomes. Ability to lead and influence a team while fostering relationships across multiple org-wide teams Excellent analytical skills, ability to do independent analysis and arrive at conclusions and guide teams on plans basis observations  Understanding of Customer journey mapping and identifying opportunity areas  Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership. Experience of working with product based startups is a plus

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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