The 'Design Specialist' is a strategic role impacting the customer experience. PhonePe caters to various segments of customers through its diverse product offerings. A process designer's role is at the core laying the foundation for the exceptional experience each of those customers has while interacting with the support org. The role contributes to preempting and continually identifying the customer needs to design the most efficient and effective processes to drive a top-class experience.Role Expectations:Process flows –Design effective BOT flows and other process flows for the assigned PODs with a focus onCustomer experienceInfluence from VOCsInfluence from data analysisCompliance to set guidelinesImpactPriorityReview of flows –Completion of the flows in a timely manner to allow for adequate time for review and calibrationPrioritize tasks efficiently to meet timelinesManage time effectively to avoid last-minute rushTake ownership of 'draft to final version' by ensuring reviews and calibration happening in a timely mannerVOCs– Exceptional grip on VOCs for the PODs assignedPlaceholders to perform VOC analysisPrepare internal prioritization roadmaps basis the VOC analysisWork with AMs to identify solutions to the identified VOC influencersTracking –Monitor the progress of metricsPlaceholder for daily monitoring of POD metricsIdentify challenges and solutions in partnership with AMsCommunication: Work with AMs in building the narratives for accomplishments, POD progress etc. Play an active role in Weekly and Monthly business reviewsCollaboration: Regular connects with stakeholders to share updates, understand pain points, brainstorm etcStreamlining– Work with AMs to look for opportunities to streamline internal practices, help in creating repositories, documentation of SOPs or similar tasks assigned by the AM Learning –Upskill self with the customer journey, priorities of other PODs to provide PD with BCP and reduce the dependency on single POCs Scalability– Take a keen interest and action-driven approach to work with AMs on Process Management, Project management exercisesExperience, Skills, Qualifications:ExperienceDomain Experience- 2+ years experience in Process Excellence/Process Design/Process Improvement with an active role played in VOC analysis, Data Analysis, and Prioritization exercises. Projects Handling- Experience of having identified problem statements, conducted analysis, prioritized challenges, arrived at recommendations and stayed through the execution of projects to see results.SkillsMultitasking and Prioritization- Exposure to a fast-paced, agile ecosystem and successful at juggling multiple problem statements in parallelStakeholder managementand Collaboration- Ability to nurture stakeholder relationships, positively influence outcomes and drive innovations in a collaborative fashionCustomer centricity and Attention to detail-Ability to naturally think customer first and operate by having the customer experience at the forefront of decision making.Data Analysisand Execution Rigor- Strong analytical skills to understand trends, identify deviations to help in logical decision making aggressive executionEffective Communication(Verbal and Written) – Adept at communicating across levels and stakeholders. Ability to build narratives for case studies, achievements etc.QualificationsGraduation
