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Senior Machine Learning Scientist, Customer Operations

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Monzo Bank

2mo ago

Applications are closed

  • Job
    Full-time
    Senior Level
  • Data
  • £85K - £110K
  • London
    Remote

Requirements

  • You have a track record of executing on the development and deployment of advanced Machine Learning models tackling real business problems with demonstrable impact, preferably in a fast moving tech company.
  • You have experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production and delivering business impact.
  • You're impact driven and excited to own the end to end journey that starts with a business problem and ends with your solution having a measurable impact in production.
  • Using advanced machine learning techniques to directly improve customer support experiences and globally optimise routing and prioritisation across millions of customers and thousands of support staff sounds exciting to you.
  • You have extensive experience writing production Python code and a strong command of SQL. You are comfortable using them every day, and keen to learn Go lang which is used in many of our backend microservices.
  • You thrive working on ambiguous problems.
  • You want to be involved in building a product that you and the people you know use every day, with a product mindset that prioritises customer outcomes and data-informed decisions.
  • You’re adaptable, curious and enjoy learning new technologies and ideas.
  • Nice to haves:
  • Experience working with operations, financial crime and in regulated institutions
  • Commercial experience writing critical production code and working with microservices

Responsibilities

  • We’ll be expecting you to leverage your deep experience of developing and deploying advanced Machine Learning models to:
  • Understand customers’ problems and support needs based on a variety of inputs.
  • Route customers to the right COp who can support them and globally optimise those routing decisions across millions of customers and thousands of support staff.
  • Automate the resolution of customers’ support needs through autonomous agents.
  • Aid customer support in decision-making and pattern detection.
  • The technical approaches you take to solve these problems will be very much in your hands and we’ll strongly encourage and support experimentation and innovation. We’ll be expecting you to justify and demonstrate effectiveness along the way, making sure the approach meets our business and customer needs.

Application Process

  • Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!
  • 30 minute recruiter call
  • 45 minute call with hiring manager
  • 1 take home task
  • 3 x 1-hour video calls with various team members
  • Our average process takes around 3-4 weeks but we will always work around your availability.

FAQs

What is the mission of Monzo as a company?

Monzo is on a mission to make money work for everyone, aiming to simplify banking and create magical moments for customers through innovative features and excellent customer service.

What role does a Senior Machine Learning Scientist play in Customer Operations?

The Senior Machine Learning Scientist is responsible for leveraging machine learning techniques to improve customer support experiences, predict and route customer problems effectively, and automate the resolution of support needs while working alongside a cross-functional team.

What are the main responsibilities of this position?

Key responsibilities include understanding customer problems, optimizing routing for support staff, automating customer support resolutions, and using advanced machine learning approaches to enhance decision-making and pattern detection.

What qualifications do I need to apply for this role?

Applicants should have a strong track record in developing and deploying advanced Machine Learning models, experience with deep learning and other ML architectures, proficiency in Python and SQL, and a passion for driving impact from business problems to solutions.

Is prior experience in finance or regulated institutions necessary for this role?

While it's a nice to have, it is not strictly necessary. Experience in operations, financial crime, and regulated institutions can be advantageous but is not a requirement.

What does the interview process look like for this position?

The interview process consists of a recruiter call, a hiring manager call, a take-home task, and three one-hour video calls with team members, typically taking around 3-4 weeks.

Are there opportunities for flexible working or part-time arrangements?

Yes, Monzo offers flexible working hours and is open to discussing part-time options to help employees maintain a good work-life balance.

What kind of support is available for relocation and visa sponsorship?

Monzo can assist with relocation to the UK and offers visa sponsorship for suitable candidates.

What are some of the benefits offered to employees?

Benefits include a learning budget of £1,000 per year for training, flexible working hours, support for part-time arrangements, and many more outlined in their benefits list.

How does Monzo approach diversity and inclusion?

Monzo prioritizes diversity and inclusion by fostering an inclusive environment for all employees and actively supporting their growth, aligning with their mission of making money work for everyone.

Monzo Bank

We're a bank that lives on your phone, on a mission to make money work for everyone.

Finance
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

Monzo is a UK-based digital bank that offers a range of modern and innovative banking services through its user-friendly mobile app and online platform. Their ultimate mission is to provide customers with a seamless and transparent banking experience that empowers them to take control of their finances and make smarter money decisions. Monzo's purpose is to democratise finance and make banking accessible to all, breaking down traditional barriers and offering a customer-centric approach to banking. With a strong emphasis on transparency, security, and customer satisfaction, Monzo aims to become a leading force in the digital banking industry and shape the future of banking for the better.

Benefits

  • 💸 Compensation

    Your manager reviews your salary every year. Proactive pay increases to reflect growing responsibilities. Share options: the option to buy shares in Monzo at a later date.

  • 📆 Flexible working hours

    We trust you to work enough hours to do your job well, at times that suit you and your team. If you’re in customer operations, you’ll have set shifts.

  • 🏡 Working from home

    If you’re employed as a distributed worker, we’ll pay for any equipment you need to do your job. If you’re normally office-based, you can still work from home occasionally - as long as you have a good internet connection and a private, quiet space which allows you to do your best work. We’ve teamed up with Abellio to make season travel tickets easy to buy and more accessible by helping spread the cost of an annual travel ticket interest free over 10 months.

  • Holiday

    24 days’ holiday a year, plus bank holidays - please use them all! Or, you can opt out of bank holidays and take 32 days’ holiday whenever you like (Customer Operations staff get 256 hours holiday, equivalent to 32 days, and are scheduled to work bank holidays, but can still request annual leave if you’d like). An extra 1 month’s unpaid leave every year. And we're piloting a sabbatical scheme where folks who've worked at Monzo for 4 years get 3 months of paid leave.

  • ⛑️ Health & Wellbeing

    Paid sick leave for both physical & mental health. Health insurance via AXA Additional health insurance through Medicash. Our Employee Assistance Programme offers a 24/7 confidential advice line for health, legal & bereavement support (and loads more). Fresh fruit in the office (biscuits, quality coffee, tea and soft drinks too). We’re a member of the cycle-to-work scheme.

  • 💰 Pension

    We’ll automatically enrol you into our pension scheme with Aviva. We offer a 4% employer contribution (Monzo pays you 100% of your salary, then 4% extra into the pension). You’ll need to pay 4% too, and you can opt to pay more for the tax benefits!. You can opt out if you’d prefer not to have a pension at all.

  • 🧡 Family

    Paid maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 13 weeks. 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid) 3 months of secondary caregiver leave at 100% pay. Life insurance from Unum. All Monzonauts, including those based outside of the UK, will have access to fertility and family-forming health benefits via Fertifa.

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