Senior Process Designer

Role Overview: At PhonePe, you will be responsible for designing process flows for both manual and automated Customer Experience (CX) channels with the goal of improving efficiency, performance, and user satisfaction. You will collaborate with cross-functional teams and leverage data insights to streamline existing processes and drive continuous improvement. Additionally, you will be accountable for content building for various CX assets to enhance user experience. Key Responsibilities: - Design process flows for manual CX channels like Agent desk and analyze end-to-end customer and developer journeys to identify improvement opportunities. - Create SOPs and support playbooks to enhance efficiency and performance. - Design process flows for automated CX channels such as Bot, IVR, and Self-serve to address customer queries with minimal human intervention. - Define escalation protocols, fallback logic, and resolution paths to improve BOT efficiency. - Streamline existing processes to enhance metrics like CSAT, AHT, Reopens, and Escalations. - Apply design thinking and data-driven approaches to challenge legacy workflows and develop innovative solutions. - Collaborate with cross-functional stakeholders to align process changes with broader business goals. - Own and drive content building for various CX assets including FAQs, video tutorials, and CRM communications. Qualification Required: - Educational Qualification: Btech or MBA - Years of experience: 3+ years Additional Details: Working at PhonePe provides various benefits for full-time employees, including insurance benefits, wellness programs, parental support, mobility benefits, retirement benefits, and other perks. The company culture focuses on empowering employees, encouraging innovation, and offering opportunities for personal and professional growth. (Note: The additional details section has been included to provide insights into the company culture and employee benefits at PhonePe.),