Senior Analyst - Tech Experience & Design

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

As a Specialist within the Merchant Experience team, you will :

Write process SOPs from scratch, Design workflows and present them to the product teams

Collate Data, Derive Insights and plan execution for Experience Initiatives

Develop presentations to align cross-functional teams on the larger goals, approach & responsibility

Research inside and outside the org to find new solutions for Customer / Merchant experience

Develop deep knowledge of the product, Tech and Experience touch points of the Business teams managing customers

Self-evaluate all the current touch points and drive improvement programs

Work with a team of business analysts and Tech Specialists with deep domain expertise to deliver the Most Optimal Journey for Razorpay Merchants.

Help Razorpay become the most loved & trusted Money Movement Partner for Merchants - through Continuous Customer Satisfaction, Increased efficiency and Process Improvement.

Liaise with CXO, Functional / BU Leaders, and Product & Engg Teams on Key Experience initiatives - Technical, Non-Technical and Process-driven.

Ensure Support teams work well in collaboration with Product and business functions, consistently delivering a great end-to-end customer experience across stages, channels and touchpoints

Collect Feedback from Customer Facing Teams and Merchants, derive meaningful insights for Improvement

Guide teams to ensure a customer-centric approach while dealing with existing or new Merchants.

Work with Sales, Marketing, Product and Engg, to Build and Align with the Larger M Experience Strategy for the Org.

Take ownership and enhance key experience metrics, including NPS, MTTR, Automation, and CSAT, through collaborative efforts with the business and product teams.

Leverage Technology and Automation to develop innovative end-customer processes and solutions

Measure and track the ROI of Merchant Experience, and Business Transformation Initiatives.

Create and implement best-in-class Services and Product Delivery Experience for Razorpay Merchants.

Leverage Existing and additional Technology Stack for Reporting and Analytics across Merchant Tech and integrations Support, and other Merchant facing functions

Drive Continuous Process Improvement Culture across Support & Business Teams.

Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

Required Qualifications:

4-6 years of Professional experience in Tech, Customer Support, Integrations, and Solutions Consulting Roles In Public, Product / Tech-first organizations operating at Scale.

Min 1-2 years experience in managing customer experience design and solutions in any org

Bachelor's Degree in Engineering / Technology or Relevant Experience in Customer Experience, Business Transformation, CX strategy and Initiatives.

Great to have a Management Degree but not a must.

Experience using information collected to drive decision-making and support continuous improvement within the Organization.

Ideal Candidate :

Robust business acumen backed by a strong education pedigree and a deep understanding of Customer / Merchant First Organizations.

Passion, Strive to Deliver Optimal Customer Experience and Drive Business Outcomes

Possesses a keen aptitude for Strategic and analytical thinking, effective problem-solving and logical decision-making.

Able to work in an unstructured/chaotic environment, and produce structured outcomes/results

Excellent Verbal and written communication skills. Strong Stakeholder Engagement across Multiple Levels.

Able to Influence, Network and work with cross-functional leaders, Sales, Product & Engg teams to work on Complex Business and Experience Initiatives across the Org.

Data-driven Mindset, Problem-solving and Strong Aptitude for technology

Able to understand business objectives and Align Customers and internal Teams

Work backwards to lead & deliver End Customer Experience Initiatives & Processes

Excellent Planning & Execution Skills in Managing Customer Experience Programs.

Strong Cross-team collaboration and Attention to detail.

Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management

An organization-first individual who thinks strategically & is enthusiastic about the operational details

Executes with rigour and a first Principles Approach while leading from the front on Cross Functional Merchant Experience Initiatives and larger Programs.

Proficient in leveraging technology and automation to develop innovative end-customer and employee solutions

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

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