CX ProdOps Designer Job in Bengaluru at PhonePe

PhonePe is hiring for the role of CX ProdOps & Design - Indus Appstore!

Responsibilities of the candidate: 

• Design process flows for ‘manual’ CX channels (ex: Agent desk): Analyze end-to-end customer and developer journeys from product to support to identify friction points and improvement opportunities to design intuitive, scalable workflows across app, chat, voice, self-serve channels & other channels. Build SOPs and support playbooks to improve efficiency and performance.
• Design process flows for ‘automated’  CX channels (ex: Bot, IVR, Self serve etc.): Design flows that address common customer queries with minimal human intervention. Define escalation protocols, fallback logic, and resolution paths to increase BOT efficiency. Continuously improve BOT performance through data analysis and user feedback.
• Continuous Improvement :Streamline existing processes to improve metrics such as CSAT (Customer Satisfaction), AHT (Average Handling Time), Reopens, Escalations. Apply design thinking and first principles to challenge legacy workflows and develop innovative solutions. Data-Driven Execution :Conduct VOC analysis, RCA, and feedback loop implementation.Track and influence L1 metrics, including NPS, CSAT, AHT. Leverage dashboards and data insights to validate hypotheses and measure success.
• Cross-Functional Stakeholder Collaboration :Partner with Product, Operations, Category, Sales, and internal CX teams to align process changes with broader business goals.Communicate clearly and persuasively with stakeholders across levels, including leadership.
• Content building for CX assets: Own and drive the content building for different CX assets available to the user including but not limited to FAQs, video tutorials, blogs, CRM communications, Help Center.   

Requirements: 

• Ability to map the customer and developer journey and envision different scenarios that that the users might encounter and requirements that could arise from the user
• Understands the business/product strategy and translates the same to impactful and seamless customer and developer journeys across all touchpoints
• Applies a strong understanding of the customer perspective to design effective journeys.
• Analyzes data to measure customer and developer journey effectiveness and identify areas for optimization.
• Manages multiple projects simultaneously, ensuring timely and quality delivery
• Collaborates effectively with diverse stakeholders through clear and concise communication.
• Has an impact driven approach and understands downstream implications of any proposed journey change
• Approaches work with a structured methodology, emphasizing documentation and versioning with proper reviews 
• Explores and leverages emerging technologies to innovate and transform customer experiences (good to have)