Senior Machine Learning Scientist, Customer Operations

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine our pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo.

About our Machine Learning Operations team: The challenges are significant: we aim to transform customer service by reducing the time and effort required to resolve issues, enhancing customer confidence and satisfaction. As part of Operations you’ll be at the forefront of our mission to provide unparalleled customer support experiences. Your role will be pivotal in leveraging state of the art machine learning techniques including LLMs to understand customer problems, to develop an effective human-in-the-loop system that augments automation with the efforts of support workforce (who we call COps) to more expediently and efficiently predict, identify, disambiguate and route customer problems at scale to support a rapidly expanding company with global ambitions across multiple geographies. You’ll be one of 4 ML engineers in Operations, embedded in product squads working alongside data scientists, backend, mobile and web engineers, product managers, user researchers, designers and operations specialists.

What you’ll be working on:

• 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.

You should apply if: What we’re doing here at Monzo excites you! 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.

The interview process:

• 30 minute recruiter call
• 45 minute call with hiring manager
• 60 minute ML Modelling interview
• 60 minute Product & ML interview
• 60 minute behavioural interview

Our average process takes around 3-4 weeks but we will always work around your availability. You can also contact us at tech-hiring@monzo.com.

What’s in it for you:

• We can help you relocate to the UK.
• We can sponsor visas.
• This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London).
• We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.
• Learning budget of £1,000 a year for training courses and conferences.
• And much more, see our full list of benefits here.
• If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

Equal opportunities for everyone. Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.