CX Strategy Head - Merchant Experience

Role - Head of CX Strategy - Merchant

Location - Bangalore

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.

CX Strategy as a function includes Product operations, Process Design, Automation, Business Intelligence and Content teams. Through this role, we are looking to reimagine how we think & design experiences for our customers (& internal teams in some cases) to make their interaction with PhonePe reliable, simple and effortless.

This leader will drive the strategic vision for the team, create and measure the success of their work through leadership metrics like NPS as well as other metrics like CTT, Automation efficiency, Retention, Upsell/ Cross sell etc. The ability to influence the org at various levels, drive the right culture across strategy teams and positively influence customer behavior & experience will be key to success. The leader will represent the function and have a seat at the leadership level within the business unit.

The Role:

• Formulate and execute on a best-in-class experience strategy for PhonePe merchants that align with the business unit goals.
• Align functional and organizational objectives to support business and product objectives & drive value for merchants
• Implement a successful support and experience strategy for offline, online and payment gateway merchants with a sharp focus on device servicing strategy and marketable experience
• Adjust and align strategies in collaboration with internal teams as the scale and complexity of the business unit expands
• Influence policy guidelines and stay in compliance with regulatory requirements; keep us compliant and audit-ready at any point
• Implementing rigorous processes to ensure regulatory compliance and taking a proactive approach to identify and address gaps in audit-related matter
• Take ownership of and enhance key metrics, including NPS, CTAM, Automation, Retention, Cross sell/ Upsell and MSAT, through collaborative efforts with the business and product teams.
• Take responsibility for and enhance metrics within the CXs prevention, efficiency, and experience pillars.
• Develop and execute on relevant to function people, stakeholder & technology priorities
• Partner with the product team to experiment and implement leading/emerging technology platforms for a better merchant and agent experience
• Lead a large, diverse team and elevate the quality and performance of the team members
• Mentor and coach emerging leaders within the function for succession planning
• Identify ways to operate with an efficient captive and vendor-based model across functions

Ideal Candidate

• 12+ years of leadership specializing in customer experience and business transformation, and possessing a deep understanding of running operational functions with exposure to regulatory requirements
• Relevant experience in public companies, product/tech-first organizations operating at population-level scale is preferred
• Robust business acumen backed by strong education pedigree and a deep understanding of regulatory compliance
• A passion for building lasting organizations, mentoring people, and effectively handling stakeholder relationship
• An organization-first individual who thinks strategically, is enthusiastic about the operational details and executes with rigor while leading from the front
• Proficient in leveraging technology and automation to develop innovative end-customer and employee solutions
• Exceptional verbal and written communication skills with a track record of engaging stakeholders at various organizational levels.
• Possesses a keen aptitude for strategic & analytical thinking, effective problem-solving and logical decision-making