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23/11 Chinnapa
Manager at Velocity.in

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Velocity - Head - Customer Experience (5-12 yrs)

Bangalore Job Code: 1184108

Head Of Customer Experience


About Velocity:


- Velocity is building the future of financial services for new-age businesses in India. Our vision is to build products that empower new age businesses by solving multiple growth problems for them.

- Through revenue based financing, we provide the easiest and fastest way out there to raise growth capital to fulfill marketing and inventory spends of online businesses

- Through Velocity Cards, we've built the country's first cash flow based credit card, providing 10x limits as compared to traditional cards

- Through Velocity Insights, we unleash the power of your data to drive better business decisions

- We are a series-A funded start-up, building new fintech products for small businesses. Founders are IIT-IIM alumni, with prior experience across management consulting, venture capital and fintech startups. We are driven by the mission to empower small business owners with technology and dramatically improve their access to financial services. We have raised a total of $30M across 2 rounds of funding and are backed by some of the most marquee global investors including Peter Thiel's Valar Ventures.

Head of Customer Experience:

We are looking for superlative hustlers, stellar problem solvers and remarkable team players. Everything else is a plus plus. We are looking for folks who make the Customer Experience the center of their universe, who push themselves and team members around them to solve Customer Experience problems in the best manner possible.

Responsibilities:

- Be the voice of the customer, while formulating and influencing business processes

- Map consumer journeys across business units and reimagine product journeys across products/ business units to optimize for customer experience

- Engage with teams to find solutions for CX friction areas through a mix of KPI alignment, operations and technology

- Designs programs and frameworks to capture customer sentiments / needs and wants and generates meaningful insights which can go in improving product / value prop etc

- Own & improve critical experience metrics such as NPS, CSAT in partnership with business and product teams.

- Work closely with Ops, KAM, Growth teams in building a CX mindset and creating a CX roadmap. Work with the founders to inculcate a culture of customer-first in the organisation.

- Come up with objective and measurable metrics to measure how customers perceive the company and products

- Influence the larger organization to keep customers at the center for everything

- Conduct research to find out more about customer behavior and preferences

Qualifications:

- Must have 5-9 years of experience in designing the customer journey and experience in a consumer tech ecosystem

- MBA from a premium B-school would be a plus.

- Experience in B2C FinTech companies would be an added advantage

- Must be an analytical thinker with keen problem-solving; process development and improvement; as well as task planning and delegation skills.

- Proven record of driving customer satisfaction & enhancing customer experience in the past.

- Should have excellent verbal and written communication skills, with experience interacting with stakeholders at multiple levels.

Velocity culture:

It doesn't matter what your last name is or what you scored in English in class 5, but if you are creative, crave difficult problems, can work in teams, are obsessed with customer feedback and own your shit, we would love to talk to you. What we can assure you is a workplace that's fun, cares about your growth, challenges you and bestows great responsibilities to those with great powers.

Other details:

Team management: Initially an individual contributor role/ Team management role

First few problem statements:

Map customer touchpoints across the three business lines to identify key areas of improvement for customer experience e.g. customer being called by X teams, key reasons for escalations etc.

Sequence product cross-sell journey to optimize for limited spam, seamless coordination and highest conversion

Identify actionable metrics to structurally measure customer experience

Reporting Manager: CTO

Location: Our HQ in HSR Layout, Bengaluru

Process:

Process: 3 interviews + 1 assignment

This gives you an opportunity to get to know the core team better and evaluate whether you'd like to spend a large proportion of your day with these individuals.

Total duration: We'll try and fit in our entire process into a two week window, not including the time you might need for the assignment

Interview content: The discussions test functional expertise, potential team dynamic, ownership levels, problem solving and creative thinking. Sometimes we ask open ended hypothetical questions, other times we just talk about your approach to solving problems. Irrespective, all discussions have a defined framework for success. By doing so we try to rule out the impact of personal biases on hiring decisions.

Women-friendly workplace:

Maternity and Paternity Benefits

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