- PhonePe is looking for a CX focused leader for it's Design & Automation team.Process Design and Automation are key elements to making up the overall customer experience. Through this role, we are looking to reimagine how we think & design processes and workflows for our customers (& internal teams in some cases) to make their interaction with us simple, easy and effortless. - This leader will drive the strategic vision for the team, create and measure the success of their work through global NPS & Customer Effort Score data. The ability to influence the org at various levels, drive the right culture across design teams and positively influence customer behaviour & experience will be key to success. Responsibilities : - Work with Business & Product Leaders to strategize for a better CX by deploying intelligent automation along with process redesign - Lead full project lifecycle from diagnostic through deployment, as well as communication and change management - Understand the AI landscape for tools and technology that influences CX - Define problem statements, structure analysis, conduct solution design including base-lining, development of solution strategy, business case and drive the solution involving intelligent automation & process redesign - Accountable for ensuring that the project delivery is timely and high quality and adheres to delivery best practices - Accountable for mobilizing the project teams, identifying appropriate resources and delivering on time - Cascade project-specific objectives and use these to drive performance evaluation across the process design & automation team - Establish, track and report on project value drivers, CX/NPS impact & Efficiency improvements - Review & create best practices for the function - Understand and manage stakeholder expectations to enable a successful partnership between stakeholders and CX Requirements: - 10+ years of work experience in leadership, management consulting, internal consulting or business transformation roles - Demonstrated experience transforming businesses through enterprise-wide large-scale transformation initiatives such as automation, policy & process redesign - Strong program management experience and skills - Excellent verbal and written communication skills, with experience interacting with stakeholders at multiple levels as well as ability to demonstrate strong analytical and problem-solving skills - Experience working in a product technology or software company

Bangalore

PhonePe - Head - Process Design & Automation - Customer Experience 

PhonePe - Head - Process Design & Automation - Customer Experience  ,Job Description for PhonePe - Head - Process Design & Automation - Customer Experience  in PhonePe in  Bangalore for (10-12) years of experience. Apply Now!

Job Description for PhonePe - Head - Process Design & Automation - Customer Experience  in PhonePe in  Bangalore for (10-12) years of experience. Apply Now!