Lead - Merchant Experience - FinTech - IIT/IIM/FMS/MDI (7-12 Yrs) Gurgaon/Gurugram (After-Sales/Customer Service)

Role : Lead - MX Strategy (Merchant Experience) City/State : GurgaonEducation : GraduationIndustry : Fintech Operations Salary (Lacs) : 25.00-31.00 Exp (Yrs) : 7.00-12.00 NP (days) : 15 Age : 38Required Skills : Microsoft Excel Expert, Data Analysis, Merchant Experience, Data-oriented problem solving, Driving improvements in CSAT, NPSDescription :Responsibilities will include :Functional Expertise :- Lead the merchant experience roadmap to improve merchant contact experience, merchant retention & reduce incidence rates- Design and lead programs to improve experience metrics, driving improvements in CSAT, NPS and other relevant operational metrics- Monitor key performance indicators (KPIs) for merchant experience and retention, and drive actionable items from trends.- Conceptualize the workflow and own chat as a service channel (self-serve/automated agent support)- Perform exploratory data analysis to identify trends, patterns, correlations, and insights and develop data driven solution to improve merchant experience- Develop and manage a comprehensive customer communication strategy, including targeted campaigns to engage and retain customers. Streamline the communications across the product journey, adverse events and product changes/launches in collaboration with the respective Business, Operations & Product Owners- Own the retention charter and drive strategic projects that enhance merchant stickiness and delightProblem Solving :- Identify next avenues of merchant experience enhancements, by benchmarking BharatPe against the gold standards across the world.- Analyze merchant feedback, market trends, and competitive insights to identify opportunities for improvement and innovation in merchant experience. Own and drive these changes by collaborating with cross-functional teams.- Drive a culture of continuous improvement, encouraging feedback from customers and employees to enhance service delivery.Interaction :- Collaborate with the leadership, product owners, marketing, sales, and support teams to ensure a seamless and positive customer journey from acquisition through to renewal and expansion.- Drive meetings with conflict and/or ambiguity to a common logical conclusion. Present MX updates to the larger forum in meetings.Impact :- Lead Merchant Experience by looking at end to end MX journey and identifying key themes for next phase of growth- Envision the best merchant experience across India and SE Asia as a benchmark - own and manage the user journey and delight for cutting-edge products- Champion for merchants across products and lead cross-functional high-impact projects driving accountability across the leadership team for respective actions itemsChallenges & Decisions :- Take merchant-first decisions in developing the MX roadmap- Navigate multiple priorities across the org to ensure that experience is always factored in when developing or enhancing a product; should always be impact driven when working with cross functional leaders/teams- Aim for the gold standard that our merchants never face issues with our products, and if they do, their queries get addressed in the shortest time possible.Skills & know-how :- Solution-oriented with a customer-first mindset- Comfortable in working with cross-functional leaders (especially product and tech), breaking down complex issues into workable segments- Data-oriented problem solving. Excel, PowerPoint and SQL are second nature- Need candidate from Tier 1 college (ref:updazz.com)

Payroll Type : Permanent