Company Description Wise is a global technology company, building the best way to move and manage the worlds money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer .
Job Description About the role
Were looking for an experienced Data Scientist to join our Customer Support team in London, working as part of a team based across London and Budapest.
Youll help us understand how well our customer support experience is working, identify the biggest opportunities for improvement, and shape the path towards greater automation.
This is an analytical Data Science role with a strong product focus. Youll use customer, conversational and operational data to measure service quality, diagnose issues, propose solutions and evaluate whether they improve outcomes. A key part of the role is simplifying complex customer journeys and operational systems into clear, tractable problems the team can act on.
Youll work closely with Product, Design, Operations and Engineering to build a shared understanding of how the system works and turn insight into action.no
What youll do
Measure and diagnose
Build a clear, data-driven understanding of customer support quality across human and automated channels.
Design metrics that reflect meaningful customer outcomes, including resolution quality, customer effort, process adherence, consistency, fairness, durability of resolution and cost effectiveness.
Identify the root causes of issues by combining machine learning, statistical methods and domain expertise from colleagues to understand what genuinely drives customer outcomes.
Identify and test solutions
Turn analytical insight into concrete proposals to improve the customer experience, including product changes, process improvements, automation and better human support.
Quantify the potential impact and value of opportunitie...
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