Process Designer - Lending

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,  project management