Lead - MX Strategy

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 delight

Problem 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.