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 2016, PhonePe has pioneered UPI-based transactions and expanded into financial services including insurance, mutual funds, digital gold, and more.
Best for: Experienced CX professionals passionate about designing scalable customer journeys and
building automation to enhance user satisfaction in a fast-paced fintech environment.
Job Overview
| Role | Associate Manager – CX Process Design (Pincode) |
|---|---|
| Company | PhonePe |
| Location | Bengaluru, Karnataka, India (On-site) |
| Type | Full-Time |
| Experience | 3+ years in CX/operations/process design, preferably in FinTech or product startups |
Key Responsibilities
- Analyze and optimize end-to-end customer journeys across multiple channels including app, chat, voice, and self-serve.
- Design and implement BOT/AI workflows to automate common queries and improve resolution efficiency.
- Develop SOPs and support playbooks to enhance team efficiency and customer satisfaction.
- Use data-driven approaches to monitor metrics like First Response Time, Average Handling Time, and NPS.
- Collaborate cross-functionally with Product, Operations, Sales, and CX teams to align processes with business goals.
- Drive continuous improvement initiatives and challenge legacy workflows with innovative solutions.
Qualifications
- BTech or MBA from a Tier 1 or 2 institution.
- 3+ years’ experience in customer experience, operations, or process design roles.
- Strong analytical skills and proficiency in process modeling tools like Lucidchart or Miro.
- Familiarity with BOT platforms is a plus.
- Excellent communication and stakeholder management skills.
- Ability to thrive in a fast-paced, dynamic environment with demonstrated ownership.
Why Join PhonePe?
- Work with one of India’s most trusted fintech brands impacting millions daily.
- Be part of building the future of hyperlocal quick commerce with Pincode.
- Collaborate with passionate and talented peers who are customer-obsessed.
- Competitive compensation and comprehensive benefits package.
How to Apply
- Update your resume highlighting your CX process design and automation experience.
- Click the “Apply Now” button once the timer ends.
- You will be redirected to PhonePe’s official application page.
Note: There is no application fee. PhonePe is an equal opportunity employer committed to diversity and inclusion.
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Disclaimer: This job opportunity is posted by PhonePe. We are not responsible for the recruitment process or hiring decisions. Please apply directly through the official link.
