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187 PhonePe Jobs
Process Designer - Consumer Payments
PhonePe
·
4-5 years
₹ 5.9 - 6L/yr (AmbitionBox estimate)
This is an estimate of the average salary range for this
position. It has not been reviewed by the company, and
the actual salary may differ.
Bangalore / Bengaluru
1 vacancy
Process Designer - Consumer Payments
PhonePe
posted 11d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
About PhonePe Group:
Culture
Team and Responsibilities
The customer experience team at PhonePe takes full ownership of a customer s journey on the app, identifies opportunities for it to be better based on customer VOC, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of Customer First is how we execute on our vision to be best in class.
The Process Designer is a strategic role impacting customer experience. PhonePe caters to various segments of customers through the diverse product offerings. A process designer s role is at the core laying the foundation for the exceptional experience each of those customers have while interacting with the support org. The role contributes to preempting and continually identifying the customer needs to design the most efficient and effective processes to drive top class experience.
ROLE EXPECTATIONS:
Process flows - Pursue extensive ticket analysis, gather customer insights and identify possible failure points for processes which lead to issues and subsequent tickets. Design effective automation (BOT/IVR) flows and other process flows for the assigned PODs with focus on
- Customer experience
- Influence from VOCs
- Influence from data analysis
- Compliance to set guidelines
- Impact
- Priority
VOCs - Exceptional grip on VOCs for the PODs assigned
- Placeholders to perform VOC analysis
- Prepare internal prioritization roadmaps basis the VOC analysis
- Work with different stakeholders to identify solutions to the identified VOC influencers
Tracking - Monitor the progress of metrics
- Placeholder for daily monitoring of POD metrics
- Identify challenges and solutions in partnership with AMs
Communication : Work with the team to build the narratives for accomplishments, POD progress etc. Play an active role in Weekly and Monthly business reviews
Collaboration : Regular connects with stakeholders to share updates, understand pain points, brainstorm etc
Learning - Upskill self with the customer journey, priorities of other PODs to provide PD with BCP and reduce the dependency on single POCs
Customer Journey mapping - Map and analyze end-to-end customer journeys across all touchpoints and channels.
Identify key stages, interactions, pain points, and opportunities for improvement. Leverage CRM and journey mapping tools (e.g., Lucid chart) for mapping and analysis.
Ideal Candidate:
- 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.
Educational qualification & experience:
- Education - Graduate in any stream
- Candidates with a domain experience of 2+ years experience in Process Excellence/Process Design/Process Improvement with active role played in VOC analysis, Data Analysis, Prioritization exercises.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Process Designer roles with real interview advice
People are getting interviews at PhonePe through
People are getting interviews through
(based on 185 PhonePe interviews)
Job Portal
Referral
Campus Placement
Company Website
Walkin
Recruitment Consultant
31%
19%
16%
10%
7%
4%
13% candidates got the interview through other sources.
High
Confidence
?
High Confidence means the data is based on a large number of responses received from the candidates.
What people at PhonePe are saying
Process Designer salary at PhonePe
reported by
6
employees
with 2-5
years exp.
₹5.9
L/yr - ₹8
L/yr
18%
less
than the average Process Designer Salary in India
View more details
What PhonePe employees are saying about work life
based on 2.1k employees
Flexible timing
Monday to Saturday
Within city
Day Shift
PhonePe Benefits
Health Insurance 
Job Training 
Team Outings 
Work From Home 
Soft Skill Training 
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