CX Senior Product Operations Analyst - (Payments)

CX Senior Product Operations Analyst – Payments

📍 On-site | Bengaluru, India | 💼 Full-time

📊 Reports to: Manager, Product Operations (CX)

About the Role:

As a Senior Analyst in the Customer Experience (CX) Strategy – Product Operations team, you'll drive product and support journey improvements using customer feedback, data insights, and stakeholder collaboration. You will own the customer experience across 2–3 categories/products, contribute to new launches, and lead CX improvement initiatives from idea to execution.

Key Responsibilities:

• Own and optimize end-to-end customer experience for assigned categories
• Analyze qualitative and quantitative customer feedback to identify issues and improvement areas
• Work closely with Product, Business, and other CX teams to drive scalable experience solutions
• Manage readiness for product launches – bots, support flows, content, console changes, etc.
• Lead customer experience improvement projects, from identification to implementation
• Be the voice of the customer in cross-functional discussions

Requirements:

• B.Tech / MBA with 1+ years of experience in Product Operations, CX Strategy, or FinTech
• Strong communication, stakeholder management, and problem-solving skills
• Ability to interpret data and VOCs to derive actionable insights
• Hands-on with Microsoft Office (Excel, PowerPoint, Outlook)
• Prior experience in FinTech or Customer Experience domains preferred

Why Join PhonePe:

• Join India’s leading digital payments platform serving over 600 million users
• Work in a fast-paced, mission-driven culture
• Access to extensive benefits – including medical, parental, wellness, retirement, and education support