CX - Senior Analyst, Payments Business Job in Bangalore at PhonePe

Phonepe is hiring for the role of CX - Senior Analyst, Payments Business!

Responsibilities of the candidate:

• As a senior analyst in the Product Operations team, you need to own customer experience goals and objectives in 2-3 categories/new products/current products.
• Own end to end experience for overall customer journey and interactions by continuously looking at current state of product and support journeys, identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
• Understand and use customer feedback to enable learnings and drive corrective and preventive actions to improve customer experience on the product as well as support journeys
• Own all customer experience improvement projects through the entire lifecycle - identifying pain points or areas of improvement, creating high impact solutions, building plan of action, gaining buy-in across teams, identifying risks involved, implementing controls and successfully executing projects
• Collaborate with Product and Business teams on one side to gain an overall understanding of the category / business and contribute to the business growth by providing insights from customer VOCs received on channels like support, social media, customer interviews etc.
• Contribute as the customer’s ambassador in all product and business decisions
• Collaborate with other CX teams like Process Design, Content, Operations, Automation, etc. to make customer support journey extremely relevant and effective through process improvement initiatives
• Plan and manage CX readiness checklist for new product or category launches

Requirements:

• B.Tech / MBA degree with 1-2 years of experience
• Strong stakeholder management and influencing skills
• Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership
• Ability to demonstrate intellectual curiosity to dig deep for a thorough understanding and make compelling arguments
• Ability to perform independent analysis of customer data both qualitative & quantitative and generate ideas to improve experience 
• Microsoft Office skills (word, excel, power point, outlook)
• Past experience of working in a FinTech/CX (preferred)
• Previous experience of managing key programs in the customer experience domain