CX ProdOps & Design

Role Overview: At PhonePe, you will be responsible for designing process flows for both manual and automated customer experience (CX) channels. You will analyze customer and developer journeys, build SOPs and support playbooks, and continuously improve processes to enhance metrics like CSAT and AHT. Collaboration with cross-functional stakeholders and content building for CX assets will also be key aspects of your role. Key Responsibilities: - Design process flows for manual CX channels such as Agent desk - Design process flows for automated CX channels like Bot, IVR, and Self serve - Streamline existing processes to improve metrics like CSAT, AHT, and Escalations - Conduct VOC analysis, RCA, and feedback loop implementation - Partner with various teams to align process changes with business goals - Own and drive content building for different CX assets Qualification Required: - Ability to map customer and developer journeys and envision different scenarios - Strong understanding of customer perspective and effective journey design - Analysis of data to measure journey effectiveness and identify optimization areas - Management of multiple projects simultaneously with timely and quality delivery - Effective collaboration with diverse stakeholders through clear communication Additional Company Details: Working at PhonePe offers various benefits for full-time employees including insurance benefits, wellness programs, parental support, mobility benefits, retirement benefits, and other perks. The work environment thrives on creativity and provides opportunities to take on roles beyond a defined job description. (Note: Intern or Contract Roles are not eligible for PhonePe full-time employee benefits),