CX Strategy Head - Merchant Experience

About PhonePe Group :

PhonePe is Indias leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99 PERCENT of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture :

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Role - Head of CX Strategy - Merchant

Location - Bangalore

The customer experience team at PhonePe takes full ownership of a customers 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 CX's 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

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog .

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Locations - Bangalore