Associate Manager – CX Process Design

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!

Location: Bangaluru
Team: Customer Experience (CX)
Reporting To: Sr. Manager CX Strategy

About PhonePe

PhonePe is India's leading digital payments platform, empowering over 400 million users and 32 million merchants with seamless and secure financial transactions. Since our inception in 2016, we have revolutionised digital payments, pioneering UPI-based transactions and expanding into financial services including digital gold, mutual funds, and insurance. Our mission is to deliver innovative and inclusive financial solutions that enhance the lives of our customers.

Our Culture

At PhonePe, we thrive on a culture of ownership, empowerment, and innovation. We believe in entrusting our people to take initiative, experiment boldly, and deliver exceptional results. Our teams are collaborative, passionate, and committed to creating customer-centric solutions at scale.

About the Customer Experience (CX) Team

The CX team is at the forefront of creating delightful, friction-free customer journeys. We put customers first in every decision, relentlessly pursuing opportunities to simplify interactions, resolve pain points, and improve response times. Our goal is to design and deliver scalable experiences that exceed expectations and reinforce trust.

Role Overview

As an Associate Manager – CX Process Design, you will take charge of defining and improving the end-to-end customer handling experience across touchpoints. This includes designing robust customer support flows, BOT workflows, and operational processes that directly influence business outcomes. In this role, you will own the process design charter for CX, working cross-functionally to drive automation, efficiency, and user satisfaction.

Key Responsibilities

Customer Journey Optimisation : Analyse end-to-end customer journeys to identify friction points and improvement opportunities to Design intuitive, scalable workflows across app, chat, voice,self-serve channels & other channels. And Build SOPs and support playbooks to improve efficiency and performance.

Automation Design (BOT / AI) :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 like First Response Time (FRT), Average Handling Time (AHT), and resolution accuracy.Apply design thinking and first principles to challenge legacy workflows and develop innovative solutions.Drive continuous process improvement initiatives that scale with business growth.

Data-Driven Execution :Conduct Voice of Customer (VOC) analysis, RCA, and feedback loop implementation.Track and influence L1 metrics, including NPS, customer satisfaction, and order completion rates.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.

Ideal Candidate Profile

• BTech or MBA from a Tier 1/2 institution.
• 3+ years of experience in CX/operations/process design; experience in product-based startups, FinTechs or quick commerce
  
  
• Proven ability to understand customer journeys with hands-on experience in designing & implementing processes or automated workflows using process modeling, simulation, and optimization techniques.
  
  
• Strong analytical and problem-solving skills with a data-first mindset.
  
  
• Expertise in tools like Lucidchart, Miro, or similar for flow mapping; familiarity with BOT platforms is a plus.
  
  
• Exceptional communication, collaboration, and stakeholder management abilities.
  
  

Demonstrated ownership and ability to thrive in a fast-paced, dynamic environment.

Why Join PhonePe?

• Join one of India’s most trusted and innovative fintech brands.
  
  
• Be part of building the future of quick commerce with Pincode.
  
  
• Work with passionate and talented peers who are customer-obsessed.
  
  
• Opportunity to own impactful projects and grow in a high-performance culture.
  
  
• Enjoy competitive compensation, benefits, and an empowering work environment.

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

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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