Company DescriptionWise is a global technology company, building the best way to move and manage the world’s money.As part of our team, you will be helping us create an entirely new network for the world's money.Job DescriptionAbout the roleWe’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. noWhat you’ll doMeasure and diagnoseBuild 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 solutionsTurn 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 opportunities to help the team prioritise where to invest.Shape the automation strategyDetermine the right intervention for different customer problems — whether they should be automated, augmented by AI, handled by people or prevented altogether.Shape the long-term automation capability roadmap, identifying what we should build next to maximise the value delivered over time.Strong SQL and Python skills, with experience working with large, complex and imperfect datasets.Strong grounding in statistical analysis (e.g., Experience applying machine learning, statistical modelling, NLP and LLM-based techniques to analyse customer behaviour and conversational data, diagnose root causes and identify the drivers of outcomes.Strong product and business judgement, with a track record of using Data Science to influence important business decisions and drive measurable impact.Experience evaluating the impact of automation or AI-powered customer experiences.Experience working with sensitive customer data in environments with strong security, privacy or compliance requirements.Experience combining quantitative analysis with qualitative or expert insight to solve complex problems.Familiarity with modern analytics and machine learning tooling in a cloud environment such as AWS.You’ll create clear ways of thinking about customer support quality, identify the biggest opportunities to improve outcomes, and turn those insights into concrete interventions that can be tested and measured.Over time, you’ll help us make better decisions about where to automate, where to invest in human support, and which new capabilities to build — creating a support model that delivers more value to customers while becoming increasingly effective and scalable.We're people building money without borders — without judgement or prejudice, too. 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.Financial Services
Lead Data Scientist - AI in London employer: Wise
Wise is an exceptional employer that fosters a culture of inclusivity and innovation, making it an ideal place for a Lead ML / Data Scientist to thrive. With a hybrid working model, generous personal development budgets, and a commitment to employee growth, you will have the flexibility and resources to excel in your role while contributing to meaningful projects that redefine how money moves globally.
