CX Product Operations -Payments- Credit
PhonePe
- Bangalore, Karnataka
- Permanent
- Full-time
- Own end to end experience for customer journey interactions by looking at current state, identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
- Partner with Product team on ironing out the product journey for Credit based payments products on the PhonePe app, to ensure easy to navigate and smooth digital journey for the user
- Identify potential pain points for the users while accessing credit based payment products and build an intuitive support journey in all touchpoints, while optimizing for costs
- Partner with Business team on identifying opportunities to upsell and cross-sell different products by analysing drop offs and providing insights from customer tickets
- Basis opportunities identified, look at ways to prevent the issue from happening (Issue prevention) and subsequent need for customers to reach out to us for resolution (ticket prevention)
- Coordinate with multiple stakeholders across Product, Tech and Business teams to understand the platforms, systems and architecture for information & process flow. Identify failure nodes and dig deeper to arrive at the source and failure reasons.
- Evaluate and prioritize opportunities for improvement by quantitative and qualitative insights generated by ticket journeys, survey outcalling, data analysis, etc. Leverage technology, communication and processes to bring down issues and subsequent tickets created.
- Be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience with measurable goals and business impact.
- Display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.
- MBA/Post-Graduate from Tier 1/2 campuses with 3+ years of experience
- Banking/NBFC/Credit card related background is a strong plus
- Strong stakeholder management and influencing skills
- Excellent analytical skills, ability to do independent analysis and arrive at conclusions and influence teams on plans, basis the observations.
- 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.
- High degree of customer centricity and a keen eye for identifying opportunity areas
- Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership.
- Experience of working with product based startups would be a plus
- 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
- Required