At a Glance
- Tasks: Lead the design and evolution of data-driven systems to enhance customer interactions.
- Company: Wise, a global tech company revolutionising money management.
- Benefits: Competitive salary, diverse culture, and opportunities for professional growth.
- Other info: Join a dynamic team committed to innovation and inclusivity.
- Why this job: Make a real impact by shaping automated customer support solutions.
- Qualifications: Experience in data science, strong communication skills, and coding proficiency.
The predicted salary is between 80000 - 100000 € per year.
Wise is a global technology company building the best way to move and manage the world’s money.
We’re looking for a Data Science Lead to join our Contact Automation team in London.
About the Role
In the Support squad we aim to create a system that can power an automated “Wise Assistant” system that can answer most customer questions within the chat interface effectively, and support our agents in answering more complex questions. We need to apply this system effectively at scale across the majority of our contacts working seamlessly within the chat interface.
How You’ll Be Contributing
- 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).
Skills
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.
Additional Information
We are committed to diversity and inclusion. If you’re passionate about learning and want to join our mission, we’d like to hear from you.
Lead Data Scientist - Contact Automation in London employer: hackajob
Wise is an exceptional employer, offering a dynamic work environment in London where innovation meets collaboration. As a Lead Data Scientist in the Contact Automation team, you will enjoy a culture that values autonomy and encourages continuous learning, with ample opportunities for professional growth. The company prioritises diversity and inclusion, ensuring that every employee feels valued while contributing to meaningful projects that enhance customer experiences globally.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Data Scientist - Contact Automation in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those at Wise. A casual chat can lead to opportunities you wouldn't find on job boards.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience with A/B testing and data analysis. Bring these along to interviews to impress the hiring team.
✨Tip Number 3
Be ready to discuss your thought process. When you're asked about your approach to problem-solving, share specific examples of how you've tackled challenges in past projects.
✨Tip Number 4
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 the Wise team.
We think you need these skills to ace Lead Data Scientist - Contact Automation in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Lead Data Scientist role. Highlight your experience with A/B testing, data analysis, and any relevant projects that showcase your ability to drive systems from idea to production.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about the role and how your background aligns with our mission at Wise. Share specific examples of your work in data science and how you've contributed to improving customer experiences.
Showcase Your Communication Skills:Since you'll be collaborating with various teams, it's crucial to demonstrate your ability to communicate complex ideas clearly. Use your application to show how you've successfully worked with both technical and non-technical audiences in the past.
Apply Through Our Website:We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves, and you can easily keep track of your application status!
How to prepare for a job interview at hackajob
✨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 experiments in the past and how you connect model performance to business outcomes. This role is all about evaluation and experimentation, so show them you can own that process!
✨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 foster discussion and collaboration.
✨Get Familiar with Their Tech Stack
Do some homework on the technologies mentioned in the job description, like Python, TypeScript, or Java, and any LLM frameworks. If you have experience with customer-facing systems, be ready to share those insights. Showing that you understand their tools will give you an edge.
✨Prepare for Problem-Solving Questions
Think about ambiguous problem spaces you've tackled before and how you turned them into actionable changes. Be ready to discuss specific examples where you identified failure modes and drove improvements. This will demonstrate your ownership mindset and ability to work autonomously in a fast-paced environment.
