AM Process Design (CX) - Pincode

Job Description

PhonePe is seeking an Associate Manager for CX Process Design to join their Customer Experience (CX) team in Bangalore. The ideal candidate will be responsible for defining and improving the end-to-end customer handling experience across various touchpoints. This role involves designing customer support flows, BOT workflows, and operational processes to drive automation, efficiency, and user satisfaction.

The Associate Manager will collaborate with cross-functional teams, including Product, Operations, Category, and Sales, to align process changes with broader business goals. They will also analyze customer journeys, identify friction points, and implement data-driven solutions to enhance customer satisfaction and optimize key metrics.

Responsibilities:

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

Requirements:

• 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

PhonePe offers:

• Insurance Benefits
• Wellness Program
• Parental Support
• Mobility Benefits
• Retirement Benefits
• Other Benefits