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Lead Machine Learning Scientist, Customer Operations

Monzo
Contract type
Part-time
Work mode
Hybrid
Experience
Lead / principal · Not stated

Level inferred from job title

Job description

A technical individual contributor role leading the design and deployment of advanced machine learning models to transform Customer Operations at Monzo, embedded in cross-functional product squads.

At a glance

Employment
Full-time · Employee (employment agreement)
Work mode
Hybrid
Pay
GBP 115,000 – 150,000 / year

What you'll do

  • Working with stakeholders across the organisation to identify and scope out the most impactful opportunities to transform Customer Operations with Machine Learning
  • Leading the design and development of advanced Machine Learning models, exploring how LLMs, RAG, and sequence-based architectures can drive improvements in query resolution and routing
  • Providing technical leadership to drive up levels of technical expertise and best practice across the Machine Learning discipline, leading by example and mentoring others
  • Steering ongoing technical strategy, working closely with the MLOps team and backend engineers to enable rapid iteration of models and optimisations of the full ML model lifecycle
  • Shipping highly impactful ML-based solutions as a technical individual contributor embedded in a cross-functional product squad

What we're looking for

  • Multiple year track record of excellence leading the development and deployment of advanced Machine Learning models to tackle real business problems, preferably in a fast moving tech company
  • Experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production and delivering business impact
  • Impact driven and excited to own the end to end journey that starts with a business problem and ends with a solution having a measurable impact in production
  • Self-starter mindset; proactively identify issues and opportunities and tackle them without being told to do so
  • Extensive experience writing production Python code and a strong command of SQL
  • Comfortable working in a team that deals with ambiguity and experience helping team and stakeholders resolve that ambiguity
  • Product mindset: care about customer outcomes and want to make data-informed decisions
  • Excited about fast-moving developments in Machine Learning and able to communicate those ideas to colleagues not familiar with the domain
  • Adaptable, curious and enjoy learning new technologies and ideas

Nice to have

  • Experience working with customer operations, capacity planning, forecasting, or in regulated institutions
  • Commercial experience writing critical production code and working with microservices

Your team

Machine Learning Operations team

Part of Operations, aiming to transform customer service by reducing the time and effort required to resolve issues, enhancing customer confidence and satisfaction.

Benefits

  • Role can be based in the London office, with distributed working within the UK (with ad hoc meetings in London)
  • Flexible working hours
  • Learning budget of £1,000 a year for training courses and conferences
  • Part-time working possible whenever we can

How to get hired

  1. 130 minute recruiter call
  2. 245 minute call with hiring manager
  3. 3Full Loop: ML Modelling Interview, Product & ML interview, Behavioural Interview, Leadership interview

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Direct apply at Monzo

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About Monzo

We're on a mission to make money work for everyone.

Monzo started as a prepaid card and its product offering has grown over the last 10 years in the UK. As well as personal and business bank accounts, it offers joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK. UK customers can also save, invest and combine their pensions with Monzo.

Mission

Make money work for everyone

Key facts

  • Banking
  • Started as a prepaid card
  • Product offering has grown a lot in the last 10 years in the UK
  • Offers personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK
  • UK customers can save, invest and combine their pensions with Monzo
  • Known for hot coral cards and get-paid-early feature
  • Financial education on social media and award winning customer service

What they value

  • We're not about selling products - we want to solve problems and change lives
  • Diversity and inclusion are a priority