CX ProdOps & Design - Indus Appstore

Job Description

PhonePe is seeking a CX ProdOps & Design professional to enhance the Indus Appstore experience. This role involves designing process flows for both manual and automated CX channels, focusing on improving customer and developer journeys. The ideal candidate will analyze data, collaborate with cross-functional teams, and build content for CX assets.

• Designing process flows for manual CX channels (e.g., agent desk)
• Designing process flows for automated CX channels (e.g., bot, IVR)
• Streamlining existing processes to improve metrics like CSAT and AHT
• Conducting VOC analysis and implementing feedback loops
• Partnering with product, operations, and sales teams
• Owning and driving content building for CX assets

• Experience in CX process design and product operations
• Ability to map customer and developer journeys
• Understanding of business/product strategy
• Experience analyzing CX data (NPS, CSAT, etc.)
• Effective collaboration with diverse stakeholders
• Strong communication and influencing skills

• Insurance Benefits
• Wellness Program
• Parental Support
• Mobility Benefits
• Retirement Benefits
• Other Benefits like Higher Education Assistance and Car Lease