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Entrepreneur In Residence EIR - Customer Experience And Service Transformation
Full-time
About Mumzworld
Mumzworld is the leading parenting destination in the Middle East, serving mothers and families across the region. We're entering a new phase of disciplined, profitable growth, and that means rethinking how customer experience works in a modern, AI-enabled business. Done well, customer service is one of the strongest operating advantages we have in e-commerce.
Why This Role Exists
Most customer service organizations run on manual effort, repetitive workflows, and reactive firefighting. We think CX can be rebuilt from first principles into a real strategic advantage — and this role is how we do that. You'll transform how customer experience work gets done at Mumzworld through workflow redesign, automation, AI agents, and operational excellence. This is not a traditional CX leadership role: we need a builder who thrives in ambiguity, challenges legacy workflows, and can redesign systems in a fast-moving environment.
The Mission
In your first 6-12 months, you'll transform customer experience across three fronts.
Build a world-class service operating machine: improve SLA, AHT, first contact resolution, backlog, productivity, quality, and cost per contact, building disciplined operating routines across chat, WhatsApp, email, phone, social, escalations, and assisted sales, and leading both in-house and BPO operations
Build the voice-of-customer engine: turn NPS, CSAT, complaints, reviews, sentiment, and service data into action, tracing root causes across logistics, fulfilment, product, catalogue, marketplace, commercial, and tech — getting problems fixed, not just reported
Lead agentification and AI transformation: reimagine customer operations using AI agents, automation, copilots, smart routing, workflow redesign, and agent-assist tools, partnering with Product, Data, and Tech to embed AI into daily operations for less manual work, faster resolutions, higher accuracy, and lower cost
Who This Role Is For
You might come from venture building, startups, scale-ups, consulting, or product/ops transformation. Corporate candidates can fit too, as long as they can point to real builder behavior in low-structure environments. You likely have 8-12+ years of experience, but trajectory and adaptability matter more than the number itself. You build rather than maintain, chase root causes rather than symptoms, and move fast and take ownership.
Success Metrics
Operational excellence: SLA, AHT, backlog, productivity, QA, cost per contact
Customer experience: CSAT, NPS, complaint reduction, escalation reduction, contact rate
Transformation: automation adoption, AI accuracy, deflection rate, manual workload reduction
Business impact: assisted sales, conversion, retention, customer lifetime value
