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 toprovide quick and meaningful resolution. To better the customer experience by being an ambassador forour customers and fulfilling a core cultural tenet of 'Customer First' is how we execute on our vision to bebest in class.The 'Process Designer' is a strategic role impacting customer experience. PhonePe caters to varioussegments of customers through the diverse product offerings. A process designer's role is at the corelaying the foundation for the exceptional experience each of those customers have while interacting withthe support org. The role contributes to preempting and continually identifying the customer needs todesign the most efficient and effective processes to drive top class experience.ROLE EXPECTATIONS:Process flows – Pursue extensive ticket analysis, gather customer insights and identify possible failurepoints for processes which lead to issues and subsequent tickets. Design effective automation(BOT/IVR) flows and other process flows for the assigned PODs with focus on? Customer experience? Influence from VOCs? Influence from data analysis? Compliance to set guidelines? Impact? PriorityVOCs – Exceptional grip on VOCs for the PODs assigned? Placeholders to perform VOC analysis? Prepare internal prioritization roadmaps basis the VOC analysis? Work with different stakeholders to identify solutions to the identified VOC influencersTracking – Monitor the progress of metrics? Placeholder for daily monitoring of POD metrics? Identify challenges and solutions in partnership with AMsCommunication: Work with the team to build the narratives for accomplishments, POD progress etc.Play an active role in Weekly and Monthly business reviewsCollaboration: Regular connects with stakeholders to share updates, understand pain points, brainstormetcLearning – Upskill self with the customer journey, priorities of other PODs to provide PD with BCP andreduce the dependency on single POCsIdeal Candidate:¦ Should be curious, deploy first principles thinking and question norms/as-is processes toideate/create and lead new projects focused on customer experience, automation with ameasurable business impact.¦ Should display structured problem-solving skills and use a systematic, disciplined and fact-basedprocess to get RCAs and solve them.¦ Should be able to synthesize quantitative & qualitative data to derive subject matter expertise andprovide relevant insights to stakeholders - business teams, product and engineering leadership.¦ Have good interpersonal and communication skills. Be able to multitask and prioritize basisimpact.Educational qualification & experience:¦ Education – Graduate in any stream¦ Candidates with a domain experience of 2+ years experience in Process Excellence/ProcessDesign/Process Improvement with active role played in VOC analysis, Data Analysis,Prioritization exercises.
