Phone Pay is hiring for Process Designer

www.djobbuzz.com 24 Apr 2023

Company Name: Phone Pay

Company Website: https://www.phonepe.com

Experience: 1 to 2 Years

Job Role: Process Designer

Job Type

Non Technical
Experienced

Job Location

Bengaluru/Bangalore

Skills

Good Communication Skill

Education

Graduate

Join Our LinkedIn Network

Join Our WhatsApp Channel

Join Our Telegram Channels

About Company

PhonePe is an Indian digital payments and financial services company headquartered in Bengaluru, Karnataka, India. PhonePe was founded in December 2015, by Sameer Nigam, Rahul Chari and Burzin Engineer. The PhonePe app, based on the Unified Payments Interface, went live in August 2016.

Eligibility Criteria

Graduate in any stream

Job Description

Pursue extensive ticket analysis, gather merchant insights and identify possible failure points for process which lead to issues and subsequent tickets.
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
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 Product, Operations, Category and internal CX teams for all process and CX related requirements which help in better, faster resolution and merchant experience.
Drive process mapping, SOP documentation, BOT and IVR flow design while monitoring metrics and platform health.
Should be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience, automation with a measurable business impact.
Should display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.
Should be able to synthesize quantitative & qualitative data to derive subject matter expertise and provide relevant insights to stakeholders - business teams, product and engineering leadership.
Have good interpersonal and communication skills. Be able to multitask and prioritize basis impact.

Apply Now Upload Resume