CX ProdOps & Design - Indus Appstore

You will be responsible for designing process flows for manual and automated customer experience (CX) channels, analyzing end-to-end customer journeys, building SOPs and support playbooks, and continuously improving processes to enhance metrics such as CSAT and AHT. Additionally, you will collaborate with cross-functional stakeholders, create content for CX assets, and leverage data-driven insights to drive improvements. **Key Responsibilities:** - Design process flows for manual CX channels (ex: Agent desk) and automated CX channels (ex: Bot, IVR, Self serve etc.) - Streamline existing processes to improve metrics like CSAT, AHT, and escalations - Collaborate with cross-functional stakeholders to align process changes with broader business goals - Own and drive content building for different CX assets available to the user - Analyze data to measure customer and developer journey effectiveness **Qualification Required:** - Ability to map customer and developer journeys and envision different scenarios - Strong understanding of customer perspective to design effective journeys - Ability to manage multiple projects simultaneously and collaborate effectively with diverse stakeholders - Impact-driven approach and structured methodology emphasizing documentation and versioning - Curiosity about customer needs, strong passion for exceeding customer expectations, and collaborative mindset The company, PhonePe, values creating the right environment for its employees, empowering them to own their work and encouraging them to be enthusiastic about technology. As a full-time employee, you will have access to various benefits including medical insurance, wellness programs, parental support, mobility benefits, retirement benefits, and other perks. Working at PhonePe offers a rewarding experience with opportunities for personal and professional growth in a creative work environment.,