Process Designer, Merchant Experience

The ‘Design Specialist’ is a strategic role impacting the customer experience. PhonePe caters to various segments of customers through its diverse product offerings. A process designer’s role is at the core laying the foundation for the exceptional experience each of those customers has 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 a top-class experience.

Role Expectations:

Process flows – Design effective BOT flows and other process flows for the assigned PODs with a focus on

• Customer experience
• Influence from VOCs
• Influence from data analysis
• Compliance to set guidelines
• Impact
• Priority

Review of flows – Completion of the flows in a timely manner to allow for adequate time for review and calibration

• Prioritize tasks efficiently to meet timelines
• Manage time effectively to avoid last-minute rush
• Take ownership of ‘draft to final version’ by ensuring reviews and calibration happening in a timely manner

 VOCs – Exceptional grip on VOCs for the PODs assigned

•  Placeholders to perform VOC analysis
• Prepare internal prioritization roadmaps basis the VOC analysis
•  Work with AMs 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 AMs in building 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

Streamlining – Work with AMs to look for opportunities to streamline internal practices, help in creating repositories, documentation of SOPs or similar tasks assigned by the AM 

Learning – Upskill self with the customer journey, priorities of other PODs to provide PD with BCP and reduce the dependency on single POCs 

Scalability – Take a keen interest and action-driven approach to work with AMs on Process Management, Project management exercises

Experience, Skills, Qualifications:

Experience

• Domain Experience - 2+ years experience in Process Excellence/Process Design/Process Improvement with an active role played in VOC analysis, Data Analysis, and Prioritization exercises. 
• Projects Handling - Experience of having identified problem statements, conducted analysis, prioritized challenges, arrived at recommendations and stayed through the execution of projects to see results.

Skills

• Multitasking and Prioritization - Exposure to a fast-paced, agile ecosystem and successful at juggling multiple problem statements in parallel
• Stakeholder management and Collaboration - Ability to nurture stakeholder relationships, positively influence outcomes and drive innovations in a collaborative fashion
• Customer centricity and Attention to detail -Ability to naturally think customer first and operate by having the customer experience at the forefront of decision making.
• Data Analysis and Execution Rigor- Strong analytical skills to understand trends, identify deviations to help in logical decision making aggressive execution
• Effective Communication (Verbal and Written) – Adept at communicating across levels and stakeholders. Ability to build narratives for case studies, achievements etc.

Qualifications

• Graduation