Lead Machine Learning Scientist, Customer Operations
About the role
Lead ML Scientist for Customer Operations at Monzo, focusing on transforming customer service using ML, LLMs, RAG, and autonomous agents to augment human support and route customer problems at scale.
Responsibilities
- Working with stakeholders across the organisation to identify and scope out 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.
Qualifications
- A 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.
- Ability to own the end-to-end journey from business problem to production-ready solution with measurable impact.
- Self-starter mindset with proactive issue/opportunity identification and action.
- Extensive experience writing production Python code and strong SQL; familiarity with Go for backend microservices.
- Comfort with ambiguity and experience helping teams and stakeholders resolve it.
- Product mindset with focus on customer outcomes and data-informed decisions.
- Ability to communicate fast-moving ML developments to non-domain colleagues.
- Adaptable, curious, and eager to learn new technologies.
Skills
Benefits
- relocation to the UK possible
- visa sponsorship
- flexible/remote-friendly working within the UK with occasional London meetings
- flexible working hours
- Learning budget of £1,000 per year for training courses and conferences
- Comprehensive benefits as listed on company site
About Monzo Bank
A bank as smart as your phone.
YC has written a good overview of our business on their blog: https://blog.ycombinator.com/monzo-makes-money-work-for-everyone/ Our mission is to make money work for everyone. We are the UK's leading digital bank for individuals and businesses, reinventing the traditional banking industry one customer at a time. We're relentlessly mission driven and always put our customers first - from what products we chose to launch next to our transparency and use of simple language. With a Net Promoter Score of 70+, it shows. From our founding in 2015, we now have over 7 million customers in the UK (13% of UK adults) and are building out our team in the US. We've seen incredible organic growth, acquiring 150,000 customers / month in 2022, with 80% of this coming from word of mouth. Our weekly active user rate is ~60% and ~40% of our active users use us as their Main Bank account, showing that we are a product that is embedded in our users' daily lives. We've grown to ~2,450 staff (~400 of which make up the product/tech team), and are backed by YC, Stripe, Tencent, Mike Moritz, and others. Internally, we encourage an open, collaborative, and inclusive working environment - we were voted the #1 startup where people in the UK want to work for the second year running in 2022. We contribute to open source software, and we continually engage with our wonderful community. We're hiring talented, creative problem-solvers to help us build the bank of the future. Join us!
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