Lead Machine Learning Scientist, Customer Operations

ABOUT THE ROLE We're seeking a Lead Machine Learning Scientist to join our Customer Operations team at Monzo, a leading digital bank that's revolutionizing the way people manage their finances. As a key member of our Operations team, you'll play a pivotal role in leveraging machine learning techniques to transform customer service and enhance customer confidence and satisfaction. WHAT YOU'LL DO As a Lead Machine Learning Scientist, you'll be responsible for leading the development of advanced machine learning models to understand customer problems, predict, identify, disambiguate, and route customer issues at scale. You'll work closely with a team of Machine Learning Scientists, data scientists, backend engineers, product managers, user researchers, designers, and operations specialists to design and develop highly impactful ML-based solutions. Your responsibilities will include: * Providing technical leadership and shipping highly impactful ML-based solutions * 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 our MLOps team and backend engineers to enable rapid iteration of models and optimisations of the full ML model lifecycle WHAT YOU'LL NEED To succeed in this role, you'll need: * 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 * A self-starter mindset, with the ability to 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, with a willingness to learn Go lang * Comfort working in a team that deals with ambiguity and experience helping your team and stakeholders resolve that ambiguity * A product mindset, with a focus on customer outcomes and data-informed decision-making * The ability to communicate complex technical ideas to colleagues who may not be familiar with the domain * Adaptability, curiosity, and a willingness to learn new technologies and ideas WHY REMOTE As a remote employee, you'll have the flexibility to work from anywhere and enjoy a better work-life balance. You'll also have access to a range of benefits, including a competitive salary, incentive awards tied to your performance, and a comprehensive benefits package. BENEFITS * Competitive salary: £115,000 - £150,000 * Incentive awards tied to your performance * Comprehensive benefits package, including health plan, parental leave, education stipend, life insurance, equipment stipend, and flexible schedule.