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Job Description: PhonePe Limited offers a diverse portfolio of businesses in India, including the distribution of financial products (Insurance, Lending, and Wealth) and new consumer tech ventures such as Pincode (hyperlocal e-commerce) and Indus AppStore (Localized App Store for the Android ecosystem). The company's vision is to provide every Indian with an equal opportunity to accelerate progress by enhancing access to services and the flow of money. At PhonePe, the culture is centered around enabling employees to bring their best selves to work every day. The organization empowers individuals to take ownership of their work from day one and encourages solving complex problems quickly. Employees are given the opportunity to build platforms that impact millions, collaborate with top talent, and execute on their ideas with purpose and speed. Role: Senior Analyst, CX-Strategy Title: Senior Product Operations Analyst - CX Location: Bengaluru Reporting to: Manager, Product Operations (CX) About Customer and Merchant Experience Function: The customer and merchant experience team at PhonePe is dedicated to resolving customer and merchant issues promptly and effectively. They continuously enhance the product based on real-time insights and feedback received from customers and merchants. Function Summary: The CX Strategy team serves as the strategic arm of the Customer Experience function, aiming to enhance the end-to-end customer experience through design thinking, technology, and customer insights. By collaborating with Product Operations, Design, Automation, Content, and Business Intelligence functions, CX Strategy develops customer experience and support journeys at scale. As PhonePe expands into new verticals, CX Strategy focuses on innovation, building support frameworks, and improving operational effectiveness to deliver exceptional customer experiences. Job Objective: The Product Operations team plays a crucial role in the CX ecosystem and serves as a key stakeholder for Category/Product teams. By sharing customer feedback, expectations, and issues with the relevant teams, the team contributes to overall business value. Additionally, the team collaborates with other CX strategy and operations teams to ensure readiness for addressing customer concerns and enhancing the overall customer experience. Role Expectations: - Own customer experience goals and objectives for specific categories/products - Manage end-to-end customer journey and interactions to identify improvement opportunities - Utilize customer feedback to drive corrective actions and enhance customer experience - Lead customer experience improvement projects from ideation to execution - Collaborate with Product and Business teams to provide insights and contribute to business growth - Work with other CX teams to enhance customer support journeys through process improvements - Plan and oversee CX readiness checklist for new product or category launches Experience, Skills, Qualifications: - B.Tech / MBA degree with 1+ years of experience - Strong stakeholder management and influencing skills - Excellent interpersonal and communication skills - Ability to analyze customer data and generate ideas for experience enhancement - Proficiency in Microsoft Office tools - Previous experience in FinTech/CX is preferred PhonePe Full Time Employee Benefits: - Insurance Benefits - Wellness Program - Parental Support - Mobility Benefits - Retirement Benefits - Other Benefits To learn more about PhonePe, visit our blog.,
