• The primary goal of PhonePe CX T&Q is to build world-class learning capabilities for maximum impact on business, and consistently deliver an exceptional experience to our customers
• We coach the employees to do their jobs effectively, help them be engaged, productive and efficient

Job Objective:

• An Instructional designer at CX is an insurance subject matter expert who specializes in designing and developing effective learning experiences
• They utilize instructional design theories, practices, and methods to create engaging course content and activities that enhance knowledge retention and skills development
• They are responsible for creating compelling learning activities and course content, working with subject matter expertise to identify training needs, applying instructional design theories and methods, and utilizing multimedia tools to enhance the learning process
• They also conduct instructional research, develop assessment instruments, and maintain project documentation for effective course development

Role Expectations (KPIs/KRAs of the role)

• Create domain specific training curriculum & content design (e-learning modules), assessments for new hired training
• Review and revamp the existing training modules on a regular basis and keep them updated
• Build domain related content for e.g. scripts,messaging, rebuttals, etc
• Build and maintain Knowledge base and publish the changes to the masses via LMS
• Handle clarifications on the process changes and resolve them within defined timelines
• Partner with business teams to build out effective product and sales module
• Be a subject matter expert and facilitates classroom training to train the employees on call handling skills, sales skills, program processes and procedures

Experience, Skills, Qualifications:

• Exceptional communication skills and ability to help others understand the nuances of customer-facing communication across channels.
• Training Content Development - Designs well-organized training content with a clearly identified set of SMART and that fit the needs of learners with a broad range of knowledge and skills.
• Training Delivery and Methodologies that Facilitate Learning - Recognizes the impact of the physical training environment in facilitating learning. Conducts sessions in a well-organized manner to help participants stay focused on learning new content and skills.
• Change Management: Recognizes the need for change and works to move people, processes, and systems in the new direction
• Stakeholder Management: Ability to effectively manage and govern internal and external stakeholders to accomplish a shared business vision/goal
• Team Player: Is an astute team player and can collaborate effectively to help build an atmosphere of partnership and accountability

Preferred Qualifications:

• Prior vendor management experience in governing partners to achieve organizational KPIs and Customer Experience

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, Mobile & Broadband Reimbursements, Salary Advance Policy

Role: Art Direction (Advertisement)

Industry Type: FinTech / Payments

Department: Marketing & Communication

Employment Type: Full Time, Permanent

Role Category: Advertising & Creative

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

• E-learning
• Change management
• LMS
• Customer experience
• Medical insurance
• Subject Matter Expert
• Stakeholder management
• Financial services
• Travel insurance

About company

PhonePe is a mobile payments app that allows you to transfer money instantly to anyone, by using just their mobile number. Our goal is to make digital payments so easy, safe & universally accepted that people never feel the need to carry cash or cards again.