At a Glance
- Tasks: Lead the design of intelligent systems to enhance customer support and automate responses.
- Company: Join Wise, a forward-thinking company transforming money movement globally.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Work in a dynamic team with a focus on innovation and collaboration.
- Why this job: Make a real difference by improving customer experiences for millions worldwide.
- Qualifications: Experience in data science, A/B testing, and strong coding skills in Python or similar.
The predicted salary is between 80000 - 100000 € per year.
We’re looking for a Data Science Lead to join our Contact Automation team in London. This role is a unique opportunity to work on the intelligence system at the core of our contact automation system. Your work will make our system aware of the different problems our customers encounter and eventually develop the ability to help customers resolve these issues. What you build will have a direct impact on Wise’s mission and millions of our customers.
About the Role
In the Support squad we are aiming to create a system that can power an automated “Wise Assistant” system that can answer most customer questions within the chat interface effectively, as well as support our agents in answering more complex questions. To achieve our targets we need to have applied this system effectively at scale, across the large majority of our contacts working seamlessly within the chat interface. Moving money should not be difficult. As a Data Science Lead in contact automation, your work will have a direct impact on customers - helping millions of people send and receive money across borders.
Evaluation & Experimentation (Core Focus)
- Own the design and evolution of evaluation frameworks for LLM-based systems (both offline and online).
- Build and scale A/B testing to measure real customer impact and guide product decisions.
- Define meaningful metrics that connect system performance to customer outcomes and business impact.
System Performance & Reliability
- Identify failure modes across the assistant (reasoning, retrieval, tool use, tone, etc.) and drive improvements.
- Work closely with engineers to iterate on agentic workflows.
- Continuously improve system behaviour through prompt design, evaluation insights, and data-driven iteration.
- Ensure the system performs reliably across multiple languages and geographies.
Opportunity Identification
- Analyse conversation data to uncover new opportunities for improving the customer experience.
- Proactively shape what we should build next.
- Bring clarity to ambiguous problem spaces and turn them into actionable changes to the system.
Cross-functional Collaboration
- Work daily with Product, Engineering, and Content/Design to shape the assistant’s behaviour.
- Influence decisions about the product through clear communication, data visualisations, and well-structured impactful proposals.
- Ensure the system is not only accurate, but intuitive and trustworthy from a customer perspective.
How You’ll Work
- You will operate with a high degree of autonomy in a fast-moving environment (often working on 1–2 week iteration cycles) in close collaboration with engineering, content and product.
- Use feedback loops—both human and system-generated—to continuously improve performance.
- Take ownership beyond your immediate scope when needed to move the project forward.
Qualifications
- Strong sense of ownership; you drive work from idea to production and are motivated by building real systems used by customers.
- Good communicator, you are able to present ideas and foster discussion with both technical and non-technical audiences.
- Strong grounding in statistics, with the ability to design, run and own A/B testing and experimentation end-to-end.
- Strong understanding of how to evaluate models (classification, regression, or LLMs) and why metrics matter and a proven ability to connect model/system performance to business outcomes.
- A strong product mindset and ability to work collaboratively in a cross-functional environment.
- Experience writing production code in at least one of Python, TypeScript or Java.
- Familiarity with modern LLM/agentic architectures (e.g. Mastra, LangGraph or similar frameworks).
- Strong data skills (SQL, Snowflake, data visualisation).
Some extra skills that are great (but not essential):
- Experience with a customer facing agentic system.
- Experience with Bayesian inference, especially with A/B testing.
Data Science Lead - Contact Automation employer: Dangote Industries Limited
At Wise, we pride ourselves on being an exceptional employer, particularly for our Data Science Lead role in London. Our vibrant work culture fosters innovation and collaboration, allowing you to make a tangible impact on millions of customers while enjoying ample opportunities for professional growth. With a focus on autonomy and cross-functional teamwork, you'll thrive in an environment that values your contributions and encourages continuous learning.
StudySmarter Expert Advice🤫
We think this is how you could land Data Science Lead - Contact Automation
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to data science and automation. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills effectively.
✨Tip Number 3
Showcase your projects! Whether it's through a portfolio or GitHub, make sure to highlight your work on relevant data science projects. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace Data Science Lead - Contact Automation
Some tips for your application 🫡
Show Your Passion for Data Science:When you write your application, let your enthusiasm for data science shine through! Share specific examples of projects you've worked on that relate to contact automation or customer experience. We want to see how your passion aligns with our mission at StudySmarter.
Tailor Your Application:Make sure to customise your CV and cover letter for the Data Science Lead role. Highlight your experience with A/B testing, evaluation frameworks, and any relevant programming skills. This shows us that you understand what we're looking for and that you're genuinely interested in the position.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon where possible. We appreciate well-structured applications that make it easy for us to see your qualifications and how you can contribute to our team.
Apply Through Our Website:Don't forget to submit your application through our website! This helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do—just follow the prompts and you'll be all set!
How to prepare for a job interview at Dangote Industries Limited
✨Know Your Data Science Stuff
Make sure you brush up on your statistics and A/B testing knowledge. Be ready to discuss how you've designed and evaluated models in the past, especially in relation to customer outcomes. This role is all about connecting data to real-world impact, so show them you can do just that!
✨Show Off Your Communication Skills
Since you'll be working with both technical and non-technical teams, practice explaining complex concepts in simple terms. Prepare examples of how you've influenced product decisions through clear communication and data visualisations. They want to see that you can bridge the gap between data science and practical application.
✨Demonstrate Your Ownership Mindset
This role requires a strong sense of ownership, so come prepared with stories that showcase your ability to drive projects from idea to production. Highlight instances where you've taken initiative and how it positively impacted the project or team. They’ll appreciate your proactive approach!
✨Familiarise Yourself with Their Tech Stack
Get to know the tools and technologies mentioned in the job description, like Python, TypeScript, and modern LLM architectures. If you have experience with any of these, be ready to discuss it. Showing that you're already familiar with their tech stack will give you an edge in the interview.
