CX Senior Analyst, Payments Business

Role: Senior Analyst, CX-Strategy

Title: Senior Product Operations Analyst - CX

Location: Bengaluru

Reporting to: Manager, Product Operations (CX)

About Phonepe : 

PhonePe is India’s leading digital payments platform with over 280 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.

About Customer and Merchant Experience Function : 

At PhonePe, the customer and merchant experience team takes full ownership of customers’ and merchants’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real-time insights and customer/merchant feedback.

Function Summary: 

CX strategy acts as the strategic arm of Customer Experience function and aspires to leverage design thinking, technology and customer insights to improve end to end customer experience. Through collaborative efforts of Product Operations, Design, Automation, Content & Business intelligence functions, CX Strategy builds out customer experience and support journeys for scale and serves as a source of actionable insights for product & category managers. As PhonePe expands into new business verticals, CX Strategy continues to innovate, build support frameworks and enhance effectiveness of operations in a bid to create exceptional customer experiences. 

Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)

Product Operations team is a key function in the CX ecosystem as well as a key stakeholder to the Category/Product teams. 

The team adds value to the overall business by sharing customer’s feedback on the product, expectations from customer, issues, etc. to the product and business teams and partners on problem solving along with them. This team also adds value by working with other CX strategy and operations teams to ensure readiness with bot designs, console changes, issue resolutions, escalation mechanisms etc. and solve for customer issues and queries when they need any help/support. Product Operations team is also responsible to experiment, ideate to understand product drop offs, propose solutions and partner with the business team to facilitate overall growth.

Role Expectations:(KPIs/KRAs of the role)

1. As a senior analyst in the Product Operations team, you need to own customer experience goals and objectives in 2-3 categories/new products/current products.
2. Own end to end experience for overall customer journey and interactions by continuously looking at current state of product and support journeys, identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
3. Understand and use customer feedback to enable learnings and drive corrective and preventive actions to improve customer experience on the product as well as support journeys
4. Own all customer experience improvement projects through the entire lifecycle - identifying pain points or areas of improvement, creating high impact solutions, building plan of action, gaining buy-in across teams, identifying risks involved, implementing controls and successfully executing projects
5. Collaborate with Product and Business teams on one side to gain an overall understanding of the category / business and contribute to the business growth by providing insights from customer VOCs received on channels like support, social media, customer interviews etc.
6. Contribute as the customer’s ambassador in all product and business decisions
7. Collaborate with other CX teams like Process Design, Content, Operations, Automation, etc. to make customer support journey extremely relevant and effective through process improvement initiatives
8. Plan and manage CX readiness checklist for new product or category launches

Experience, Skills, Qualifications:

• B.Tech / MBA degree with 1-2 years of experience
• Strong stakeholder management and influencing skills
• Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership
• Ability to demonstrate intellectual curiosity to dig deep for a thorough understanding and make compelling arguments
• Ability to perform independent analysis of customer data both qualitative & quantitative and generate ideas to improve experience 
• Microsoft Office skills (word, excel, power point, outlook)
• Past experience of working in a FinTech/CX (preferred)
• Previous experience of managing key programs in the customer experience domain