CX Automation Platforms, Associate Manager

Role: Senior Automation Specialist, CX

Title: Senior Automation Specialist I/II, CX

Location: Bengaluru

Reporting to: Senior Manager, CX Automation

About Phonepe :

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, 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 transfer 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, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function :

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real-time insights and customer feedback.

Function Summary: (Inputs from Business leaders)

Cx strategy acts as the strategic arm of Customer experience function and aspires to leverage design thinking, technology and customer insights to improve end to end customer experience. Through collaborative efforts of Product Operations, Design, Automation, Content & Business intelligence functions, Cx Strat builds out customer experience journeys for scale and serves as a source of actionable insights for product & category managers. As PhonePe expands into new business verticals, Cx Strategy continues to innovate, build support frameworks and enhance effectiveness of CS operations in a bid to create exceptional customer experiences.

Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)

The goal for the automation function - encapsulated in a single statement - is to ensure minimal manual interventions while having customer satisfaction as the primary safeguard.

The automation role is at the cusp of business, product, and engineering, we collaborate with an extensive list of stakeholders and own several long term strategic initiatives with the intent to allow people to move onto higher-value tasks and bring efficiencies to the pod. 

Role Expectations:(KPIs/KRAs of the role)

The responsibilities for an Automation specialist will be to own final delivery; ensure successful execution of sprints by shouldering critical engineering responsibilities.

North Star goal is Automation percentage.

Other salient KPIs (in no particular order)

●      CSAT

●      Contact to transaction Ratio

●      Average Interaction per manual ticket

Experience, Skills, Qualifications:

EXPERIENCE and QUALIFICATION

●      Graduate from a top tier institute (BE/BTech, BCA/MCA)

●      Upto 3 years experience in CX and/or Automation roles

SKILLS

●      Customer centricity – Preempt ‘support pain points’ to drive customer experience

●      Risk Mitigation - Should apply the previous experience/learnings to think multiple steps ahead and help plan for known knowns

●      Collaboration – Ability to work with direct stakeholders with a bias for impact

●      Ownership – Take 100% ownership of sprint timeline and quality

●      Attention to detail – Adept at identifying gaps in process, flows etc, and guide specialist-1s to deliver accurate and effective process flows

●      Effective Communication (Verbal and Written) – Adept at communicating across levels and stakeholders. Ability to build narratives for case studies, achievements etc.

●      Prioritization and Focus on execution - Ability to prioritize actionable with guidance from AM and ensure adherence to sprint timelines

●      Process Oriented - Ensure compliance with the process and looking for continuous improvement of the same

●      Effective documentation and Communication (Verbal and Written) – Adept at documenting analysis, discussions, requirements, recommendations etc and communicating across levels and stakeholders. Ability to build narratives for case studies, achievements etc.