Cx Strategy Lead- Consumer Payments

PhonePe is India’s leading digital payments platform with 500 million registered users and 32 million
registered Merchants. Using PhonePe, users can send and receive money, recharge mobile, DTH,
and data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe
went live for customers in August 2016 and was the first non-banking UPI app and offered money
transfers to individuals and merchants, recharges, and bill payments to begin with. In 2017,
PhonePe forayed into financial services with the launch of digital gold, providing users with a safe
and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched
Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel
insurance, and Corona Care, a dedicated insurance product for the COVID-19 pandemic among
others
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 technology is a big part of being at PhonePe.
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 Role:
▪ Drive the experience strategy for COnsumer Payments business
▪ Own the end to end Customer Experience by driving the charter across
▪ Align functional and organizational goals to support business and product objectives
▪ Own & improve critical experience metrics such as NPS, CTT, Automation and CSAT in
partnership with business and product teams
▪ Lead various CX teams to drive end to end customer experience for the App store
customers, developers, marketers by leading Product Operations, Design, Content and
operations teams
▪ Own and improve metrics across CX’s prevention, efficiency and experience pillars
▪ Data-led decision making to improve product reliability & ease of use
▪ Provide qualitative and quantitative insights to business and product leaders ▪
Ensure we are compliant and relevant across the support journey
▪ Up level the quality and performance of the team
▪ Hire/Mentor the next in line leadership for the function

Ideal Candidate
▪ MBA/Post-Graduate from Tier 1 campuses with 8+ years of experience
▪ Demonstrated experience transforming businesses through enterprise-wide large-scale
transformation initiatives
▪ Strong organization building, people management and influencing skills
▪ Excellent verbal and written communication skills, with experience interacting with
stakeholders at multiple levels as well as the ability to demonstrate strong analytical and problem-solving skills
▪ Experience working in a Fintech
▪ Passionate about Capital markets
▪ Willingness to work in a 0-1 set up , to go deep and build from the ground up