AM Process Design (CX) - Pincode

As an Associate Manager CX Process Design at PhonePe, you will be responsible for defining and enhancing the end-to-end customer handling experience across various touchpoints. Your role will involve designing robust customer support flows, BOT workflows, and operational processes to drive business outcomes. Here are the key responsibilities: - Customer Journey Optimisation: - Analyze end-to-end customer journeys to identify friction points and improvement opportunities. - Design intuitive and scalable workflows across app, chat, voice, self-serve channels, and other touchpoints. - Build SOPs and support playbooks to enhance efficiency and performance. - Automation Design (BOT / AI): - Design flows to address common customer queries with minimal human intervention. - Define escalation protocols, fallback logic, and resolution paths to enhance BOT efficiency. - Continuously improve BOT performance through data analysis and user feedback. - Continuous Improvement: - Streamline existing processes to improve metrics like First Response Time (FRT), Average Handling Time (AHT), and resolution accuracy. - Apply design thinking and first principles to challenge legacy workflows and develop innovative solutions. - Drive continuous process improvement initiatives aligned with business growth. - Data-Driven Execution: - Conduct Voice of Customer (VOC) analysis, RCA, and feedback loop implementation. - Track and influence key metrics like NPS, customer satisfaction, and order completion rates. - Leverage dashboards and data insights to validate hypotheses and measure success. - Cross-Functional Stakeholder Collaboration: - Partner with Product, Operations, Category, Sales, and internal CX teams to align process changes with broader business objectives. - Communicate effectively with stakeholders across different levels, including leadership. Ideal Candidate Profile: - BTech or MBA from a Tier 1/2 institution. - 3+ years of experience in CX/operations/process design; preferably in product-based startups, FinTechs, or quick commerce. - Strong analytical and problem-solving skills with a data-first mindset. - Expertise in tools like Lucidchart, Miro, or similar for flow mapping; familiarity with BOT platforms is a plus. - Exceptional communication, collaboration, and stakeholder management abilities. - Demonstrated ownership and ability to thrive in a fast-paced, dynamic environment. PhonePe offers a rewarding work environment where you can be part of building the future of quick commerce. Join a team of passionate and talented individuals who are customer-obsessed. Enjoy competitive compensation, benefits, and an empowering work culture. PhonePe provides various full-time employee benefits such as insurance coverage, wellness programs, parental support, mobility benefits, retirement benefits, and other perks. Working at PhonePe is not just a job; it's an opportunity to grow and make an impact in a high-performance culture.,