Below, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.
Our client is a global money transfer technology company.
Company Description
Our client 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, our client 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
We're 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.
You'll 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. You'll 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.
You'll work closely with Product, Design, Operations and Engineering to build a shared understanding of how the system works and turn insight into
What you'll do
Measure and diagnose
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Build a clear, data-driven understanding of customer support quality across human and automated channels.
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Design metrics that reflect meaningful customer outcomes, including resolution quality, customer effort, process adherence, consistency, fairness, durability of resolution and cost effectiveness.
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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
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Turn analytical insight into concrete proposals to improve the customer experience, including product changes, process improvements, automation and better human support.
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Quantify the potential impact and value of opportunities to help the team prioritise where to invest.
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Design and analyse experiments to determine whether proposed changes genuinely improve customer and business outcomes. xsabvtc
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Use statistical modelling and causal inference where controlled experiments are not practical.
Shape the automation strategy
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Determine the right intervention for different cu
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