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 - Head of CX Strategy - Merchant
Location - Bangalore
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.
CX Strategy as a function includes Product operations, Process Design, Automation, Business Intelligence and Content teams. Through this role, we are looking to reimagine how we think & design experiences for our customers (& internal teams in some cases) to make their interaction with PhonePe reliable, simple and effortless.
This leader will drive the strategic vision for the team, create and measure the success of their work through leadership metrics like NPS as well as other metrics like CTT, Automation efficiency etc. The ability to influence the org at various levels, drive the right culture across strategy teams and positively influence customer behavior & experience will be key to success. The leader will represent the function and have a seat at the leadership level within the business unit.
The Role:
- Formulate and execute on a best-in-class experience strategy for PhonePe customers that align with the business unit goals
- Align functional and organizational objectives to support business and product objectives & drive value for customers
- Implement a successful support and experience strategy for customers and marketable support strategy for PhonePe
- Adjust and align strategies in collaboration with internal teams as the scale and complexity of the business unit expands
- Influence policy guidelines and stay in compliance with regulatory requirements; keep us compliant and audit-ready at any point
- Implementing rigorous processes to ensure regulatory compliance and taking a proactive approach to identify and address gaps in audit-related matter
- Maintain a constant focus on customer experience (CX) within the business unit and ensure that the experience strategy remains aligned with the ecosystem's needs
- Take ownership of and enhance key experience metrics, including NPS, CTT, Automation, and CSAT, through collaborative efforts with the business and product teams.
- Take responsibility for and enhance metrics within the CX's prevention, efficiency, and experience pillars.
- Develop and execute on relevant to function people, stakeholder & technology priorities
- Partner with the product team to experiment and implement leading/emerging technology platforms for a better customer and agent experience
- Lead a large, diverse team and elevate the quality and performance of the team members
- Mentor and coach emerging leaders within the function for succession planning
- Identify ways to operate with an efficient captive and vendor-based model across functions
Ideal Candidate
- 12+ years of leadership specializing in customer experience and business transformation, and possessing a deep understanding of running operational functions with exposure to regulatory requirements
- Relevant experience in public companies, product/tech-first organizations operating at population-level scale is preferred
- Robust business acumen backed by strong education pedigree and a deep understanding of regulatory compliance
- A passion for building lasting organizations, mentoring people, and effectively handling stakeholder relationship
- An organization-first individual who thinks strategically, is enthusiastic about the operational details and executes with rigor while leading from the front
- Proficient in leveraging technology and automation to develop innovative end-customer and employee solutions
- Exceptional verbal and written communication skills with a track record of engaging stakeholders at various organizational levels.
- Possesses a keen aptitude for strategic & analytical thinking, effective problem-solving and logical decision-making
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
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.
Life at PhonePe
PhonePe in the news
•
Last updated on Aug 22, 2024