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PhonePe - Associate Manager - Process Design - Merchant Experience (4-9 yrs)
The Role:
- Own end to end experience for merchant journey interactions by looking at current state, identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
- Design the end to end process to intake merchant issues, acknowledge and research to identify the root cause to eventually resolve it to closure.
- Basis opportunities identified, look for ways for effective resolution of issues encountered.
- Design the end to end process to intake merchant issues, acknowledge and research to identify the root cause to eventually resolve it to closure.
- Once established, automate the process by leveraging various communication and automation platforms. Structure and implement strategic reviews/metrics analysis/VOC analysis, and benchmark to optimize existing processes by deploying design thinking.
- Drive stakeholder engagement across Business/ground teams, Product, Operations, Category and internal CX teams for all process and CX related requirements which help in better, faster resolution and merchant experience.
- Be able to drive relevant L1 metrics and lead team of process designers to achieve set targets.
- Drive process mapping, designing, documentation, metrics, monitoring systems, and process ownership.
- Be able to provide relevant insights to stakeholders - business teams, product and engineering leadership from qualitative and quantitative data collection & subsequent storytelling.
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