Senior Process Designer

At PhonePe, we prioritize creating an environment where every employee can excel. We empower our team members to make decisions and take ownership from day one. We foster a culture of innovation and encourage a passion for technology. If you are driven by the opportunity to build technology that impacts millions, collaborate with top talents, and execute with purpose and speed, PhonePe is the place for you!

Team and Responsibilities

1. Customer Experience Team. The heart of PhonePe’s customer-centric approach, dedicated to enhancing the user journey by anticipating needs and delivering efficient, effective solutions.
2. Senior Process Designer Role. A pivotal position influencing customer experience strategies across diverse product offerings. The role focuses on designing and optimizing processes to ensure exceptional customer interactions and preemptively address their needs.

Role Expectations

1. Process Design. Develop automation and process flows tailored to enhance customer experience, driven by Voice of Customer (VOC) insights and data analysis.
2. VOC Mastery. Expertise in understanding and leveraging VOC data to prioritize improvements and collaborate with stakeholders on solutions.
3. Metrics and Monitoring. Track and analyze POD (Point of Delivery) metrics to identify challenges and implement strategic solutions.
4. Communication and Collaboration. Engage with stakeholders to share progress updates, address pain points, and foster innovation through collaboration.
5. Learning and Development. Continuously upskill in customer journey understanding and cross-functional priorities to drive business continuity and reduce dependency on single points of contact.

Ideal Candidate

1. Skills. Curiosity, first principles thinking, structured problem-solving, and effective communication are essential.
2. Experience. Minimum 2+ years in Process Excellence/Process Design, with a focus on VOC and data analysis.
3. Educational Background. Graduate in any discipline.

PhonePe Full-Time Employee Benefits

1. Insurance. Comprehensive medical, critical illness, accidental, and life insurance coverage.
2. Wellness. Employee assistance programs, onsite medical facilities, emergency support systems.
3. Parental Support. Maternity and paternity benefits, adoption assistance, daycare support.
4. Mobility. Relocation benefits, travel policies, transfer support.
5. Retirement. PF contributions, gratuity, NPS, leave encashment.
6. Other Benefits. Higher education assistance, car lease options, salary advance policies.

Life at PhonePe

Working at PhonePe offers a dynamic environment where creativity thrives, roles evolve beyond traditional boundaries, and employees are recognized for their contributions. Join us at PhonePe to be part of a team that drives innovation and impacts millions of lives through transformative technology.