At a Glance
- Tasks: Lead AI-driven solutions to enhance customer support and improve user experience.
- Company: Wise, a global tech company revolutionising money management.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Join a diverse team committed to building money without borders.
- Why this job: Make a real impact on millions of customers while innovating in AI and data science.
- Qualifications: 7+ years in data science, strong coding skills, and team leadership experience.
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. 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 life 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.
We’re looking for a Senior Data Science Manager to join our Customer Support team, based across our key hubs in London and Budapest. This role is a unique opportunity to lead and develop the intelligence system at the core of our contact automation system as well as identify other areas for applied AI application throughout the Customer Support domain. You will be instrumental in identifying and developing solutions that provide us with the ability to help customers resolve these issues without friction. What you achieve will have a direct impact on Wise’s mission and millions of our customers.
What You’ll Do
- Cross-Functional Collaboration & Business Impact: Partner strategically with Product, Engineering, and Operations Squad leads to define the strategy and roadmap for the Squad while ensuring our solutions maximize customer and business value, with a strong focus on tangible customer solutions and measurable impact.
- Technical Leadership & Innovation (NLP & Applied AI): Lead the research, experimentation, and rapid iteration in developing and evaluating contact automation systems, leveraging Natural Language Processing (NLP) and Applied AI techniques to identify customer problem patterns, create data extraction algorithms, and innovate LLM prompt development for the Wise Assistant.
- Opportunity Identification & System Enhancement: Proactively identify and pursue new opportunities across the Support space, including designing and validating agent tooling, refining operational processes, and enhancing learning systems, to continuously improve the overall support experience and efficiency.
- Delivery Excellence & Operationalization: Oversee the production deployment and implementation of data science solutions, ensuring robust infrastructure and seamless functioning of all relevant production processes.
What You’ll Bring
- Technical & Research Expertise: 7+ years experience. Strong technical foundation with expertise in coding (Python, SQL) and LLM / Agentic workflows and frameworks (LlamaIndex, LangGraph, etc.). Experience with building production-grade Machine Learning and AI systems at scale. Proven ability to conduct research, formulate well-designed experiments, drive innovation through experimentation, and stay up-to-date on the latest advancements in AI/ML.
- Team Management: 2+ years commercial experience. A passion and desire to grow teams from the ground up rather than inheriting an established team. Demonstrated ability to recruit, mentor, and develop foundational technical talent, fostering a collaborative and innovative team culture focused on delivering measurable business outcomes and establishing robust Machine Learning and AI systems.
- Support Domain & Customer Contact Acumen: Experience in customer support operations, ideally within financial services or fintech, with a deep understanding of the customer contact domain. This includes expertise in customer journey analysis, contact drivers, operational efficiency, and the unique data challenges inherent in customer interactions.
- Communication & Influence: Excellent communication skills with an outstanding ability to translate complex technical concepts into strategic business language and build consensus across diverse stakeholder groups.
- Strategic Ownership & Pragmatism: Demonstrated ability to proactively identify impactful opportunities, influence business strategy, and drive initiatives to completion. You possess a pragmatic approach, effectively triaging requests and adapting analysis scope to achieve optimal outcomes in a fast-paced environment.
Nice to Have
- Education: Advanced degree (Masters / PhD) in Computer Science, Data Science, Machine Learning, Mathematics/Physics, or related quantitative fields preferred.
- Technical: desire or ability to pick up other programming languages such as TypeScript and Java.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Senior Data Science Manager - Customer Support in London employer: hackajob
Wise is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and every team member's contribution is valued. With a strong focus on employee growth, you will have the opportunity to lead cutting-edge projects in AI and data science while collaborating with diverse teams across our vibrant London and Budapest hubs. Join us to make a meaningful impact on millions of customers worldwide, all while enjoying a supportive environment that champions diversity and career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Data Science Manager - Customer Support in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Wise on LinkedIn. Ask them about their experiences and any tips they might have for landing the Senior Data Science Manager role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since this role involves NLP and applied AI, make sure you can discuss your past projects and how you've used these technologies to solve real-world problems.
✨Tip Number 3
Showcase your leadership skills! Be ready to talk about how you've built and managed teams in the past. Wise is looking for someone who can grow talent and foster a collaborative culture, so share your success stories!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the Wise team and contributing to our mission.
We think you need these skills to ace Senior Data Science Manager - Customer Support in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Data Science Manager role. Highlight your experience in NLP and AI, and don’t forget to showcase your leadership skills. We want to see how you can bring value to our Customer Support team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about Wise's mission and how your background aligns with the role. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Your Technical Skills:Since this role requires strong technical expertise, be sure to highlight your coding skills in Python and SQL. Mention any relevant projects or systems you've built, especially those involving machine learning or AI. We’re keen to see your hands-on experience!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what makes Wise a great place to work!
How to prepare for a job interview at hackajob
✨Know Your Stuff
Make sure you brush up on your technical skills, especially in Python and SQL. Be ready to discuss your experience with NLP and AI systems, as well as any projects you've led that relate to customer support. This will show that you’re not just familiar with the concepts but have practical experience too.
✨Showcase Your Leadership Skills
Since this role involves team management, be prepared to share examples of how you've built and nurtured teams in the past. Talk about your approach to mentoring and developing talent, and how you foster a collaborative culture. This will demonstrate your capability to lead effectively.
✨Understand the Customer Journey
Dive deep into the customer support domain, especially within fintech. Be ready to discuss how you've improved operational efficiency or enhanced customer experiences in previous roles. This knowledge will highlight your understanding of the unique challenges in customer interactions.
✨Communicate Clearly
Practice translating complex technical jargon into simple terms. You’ll need to communicate with various stakeholders, so being able to articulate your ideas clearly and persuasively is key. Prepare some examples where you successfully influenced business strategy through effective communication.
