Process Design, Associate Manager

Job Title: Associate Manager - CX Process Design (Consumer business)

Our Culture:

At PhonePe, we foster a culture of ownership, empowerment, and innovation. We believe in trusting our people to do their best work and providing them with the environment to thrive. We are passionate about technology and its potential to transform the lives of our customers.

The Customer Experience (CX) Team:

The CX team is dedicated to optimizing the customer journey on the PhonePe platform. We act as advocates for our customers, focusing on simplifying processes, reducing friction, and delivering efficient solutions. We are driven by a "Customer First" philosophy and strive to exceed customer expectations at every touchpoint.

Role Overview:

As an Associate Manager - Process Design within the CX team, you will play a pivotal role in shaping the end-to-end customer experience. You will be responsible for identifying opportunities for improvement, designing scalable solutions, and driving automation initiatives. This role requires a blend of analytical thinking, process optimization expertise, and strong stakeholder management skills. You will lead a team of process design professionals and contribute to the strategic direction of the CX function.

Key Responsibilities:

• Customer Journey Optimization:
• Analyze the current customer journey to identify pain points and areas for improvement.
• Design and implement scalable solutions to enhance the customer experience across all touchpoints.
• Leverage design thinking methodologies to develop innovative process improvements.
• Automation and Efficiency:
• Identify opportunities for process automation and implement solutions using various communication and automation platforms.
• Streamline workflows and optimize operational efficiency.
• Data-Driven Decision Making:
• Structure and implement strategic reviews, metrics analysis, and VOC analysis to drive process improvements.
• Synthesize quantitative and qualitative data to provide actionable insights to stakeholders.
• Drive L1 metrics and ensure the team achieves set targets.
• Stakeholder Management:
• Collaborate with Product, Operations, Category, and internal CX teams to align on process and CX requirements.
• Effectively communicate with stakeholders at all levels, including leadership.
• Team Leadership:
• Manage and mentor a team of ~3+ process design professionals.
• Foster a culture of continuous improvement and innovation within the team.
• Drive process mapping, designing, documentation, and monitoring systems.
• Problem Solving and Innovation:
• Employ first principles thinking and challenge existing norms to drive innovation.
• Conduct root cause analysis (RCA) and implement effective solutions.

Ideal Candidate Profile:

• Bachelors/Masters degree from a Tier 1/2 institution.
• 5+ years of experience in process design, preferably in a customer experience or operations environment.
• Proven experience in leading and managing teams.
• Strong analytical and problem-solving skills.
• Excellent understanding of customer journey mapping and process optimization.
• Exceptional communication and interpersonal skills.
• Experience working in a product-based startup is highly desirable.
• Demonstrated ability to influence stakeholders at all levels.

Why Join PhonePe

• Be part of a rapidly growing and innovative fintech company.
• Work on challenging and impactful projects that shape the future of digital payments.
• Collaborate with a talented and passionate team.
• Enjoy a culture of ownership, empowerment, and continuous learning.
• Competitive compensation and benefits.