Customer Support Business Intelligence Analyst

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

What kind of person are we looking for?

First-principle problem solvers who are passionate about working with data and uncovering the stories that the numbers hide. If you're a curious mind and constantly questions the status-quo, then you'd fit right in with us.

What would you get if you worked with us?

You'll be closely working on problem statements and influencing decisions that impact 300M people. That's 20% of the country, if you're not keeping track. You'll get to interact with some of the smartest professionals that the country has to offer and get exposure to all facets of building a product and at scale. You get complete ownership and responsibility of all analytics support for your area - right from identifying the problem to presenting to the CEO, if need be.

What would you get to do in this role?

• Be an integral part of the CX strategy team and define the critical metrics to understand CX performance. Monitor performance trends and do data analysis for any interventions done to improve customer experience.
• Collaborate closely with the other CX teams like process design, Product operations, CX operations, Automation, etc. to highlight problems/inefficiencies and translate them into the right analytical problem statement
• Own the entire insight generation and build the CX story by working on deep, thorough analysis to provide unbiased answers on the identified problem statement. Also, come up with unidentified / unknown problem statements based on new data insights. These insights and decisions will be influenced based on your presentation of the evidence, backed by data-driven hypothesis
• Identify development needs in order to improve and streamline operations & other CX related problems on to the system.
• Move past just being the "Data person" and contribute with individual thoughts on how to improve the critical metrics for the CX function. We love people who think of themselves as the business owner and then go back to the data to prove or disprove the thought.
• Work with central analytics team to ensure that the dashboards are designed and built in a way that makes it easy for the teams to consume the data they need

What do you need to have to apply for this position?

• Minimum 1-2 year of analytics experience in relevant roles
• Strong problem solving & analytical skills
• Penchant for business & curiosity to understand how the product works
• Intuition for data and ability to handle big data sources
• Strong working knowledge in Excel and visualization tools like PowerBI, Tableau, Qlik Sense
• Ability to clearly explain thoughts and ideas either verbally or in the written form.
• Candidates who are able to explain the story behind their analysis will find themselves at an advantage
• Ability to write complex queries on SQL to manipulate, consolidate multiple data sources for the purpose of dashboarding and analysis, is a pulse.
• Understanding of data-analysis languages such as R, Python and in core statistical concepts is good to have.
• Experience in building ML models is good-to-have, but not mandatory.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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