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    CX Strategy Manager- Insurance - Bengaluru, India - PhonePe

    PhonePe
    PhonePe Bengaluru, India

    6 hours ago

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    Description

    About PhonePe Group:

    PhonePe is India's leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

    Culture

    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 tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us

    Role - CX strategy manager - BFSI
    Location - Bangalore

    PhonePe is India's leading digital payments platform with 400 million registered users and 32
    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.

    The Role:
     Drive the experience strategy for a business unit
     Ensure that CX remains top of mind for the business unit and experience strategy
    relevant to the ecosystem
     Align functional and organizational goals to support business and product objectives
     Own & improve critical experience metrics such as NPS, CTT, Automation and CSAT in
    partnership with business and product teams
     Own and improve metrics across CX's prevention, efficiency and experience pillars
     Data-led decision making to improve product reliability & ease of use
     Provide qualitative and quantitative insights to business and product leaders
     Ensure we are compliant and relevant across the support journey
     Up level the quality and performance of the team
     Hire/Mentor the next in line leadership for the function
    Ideal Candidate
     MBA/Post-Graduate from Tier 1 campuses with 8+ years of experience
     Demonstrated experience transforming businesses through enterprise-wide large-scale
    transformation initiatives
     Strong organization building, people management and influencing skills
     Excellent verbal and written communication skills, with experience interacting with
    stakeholders at multiple levels as well as the ability to demonstrate strong analytical and
    problem-solving skills
     Experience working in a product technology company

    PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

  • Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
  • Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
  • Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
  • Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
  • Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
  • Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
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