Lead - Automation and CX Platforms

JD - Automation and Platforms Lead - CX

Role - Lead CX Automation & Platforms
Reports to - COE Head / CX Strategy Head - Merchant & Consumer Payments
Location - Bangalore
PhonePe is India’s leading digital payments platform with 550 million registered users and 38
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.
We are looking to reimagine how we think & design experiences for our customers to make their
interaction with PhonePe reliable, simple and effortless. Our interventions at every stage of the
customer journey will be aimed at automation, engagement and retention manifested through
great customer experience.
The Role:
● Own end to end Customer support automation and platforms strategy along with
execution for all business units across the customer experience portfolio and channels.
Identifying opportunities for improvement and coordinate with stakeholders to improve
experience scalably.
● Build deep understanding of technical specification across a diverse portfolio of products
to create memorable customer experiences

● Drive stakeholder engagement across multiple stakeholders( Product/ Tech/ Operations/
Strategy) for customer experience automation projects and work with them to solve
complex problems
● Build deep understanding and expertise of internal platforms and CRM tools (Freshdesk,
Freshchat,etc.) to enable the team solve critical problems in the ecosystem
● Identify, scope and implement instrumentations and control variables across all CX
flows across channels and new product initiatives
● New tech understanding and an innovation mindset for all things experience and solving
for internal business efficiencies/ automate manual intensive operational processes
● This is a managerial role with a team of experienced professionals to be managed.

Basic Requirements
● B.Tech/Graduate/post graduate from Tier 1/2 campus
● 8-10 years of experience across product, program or customer experience management
roles.
● 5+ years of experience in people management
● Strategic mindset and bias for action with strong ability for strategic planning, defining
goals and driving outcomes.
● Ability to lead and influence a team while fostering relationships across multiple org-wide
teams
● Excellent analytical skills, ability to do independent analysis and arrive at conclusions
and guide teams on plans basis observations
● Understanding of new technologies/RPA platforms which enhance productivity/
experience

● Excellent interpersonal and communication skills, with experience interacting with multi-
stakeholders/leadership in a high dynamic environment

● Experience of working with product based startups is a plus