Lead Machine Learning Scientist, Customer Operations
About this role
Monzo is seeking a Lead Machine Learning Scientist to join the Data department in London, Cardiff, or on a remote basis within the UK. This senior technical individual contributor role suits an experienced machine learning professional eager to transform customer operations through advanced artificial intelligence and human-in-the-loop systems.
Role Overview
As a Lead Machine Learning Scientist within the Customer Operations team, you will spearhead initiatives to revolutionize customer support. The position focuses on leveraging state-of-the-art machine learning techniques, including large language models and autonomous agents, to understand and route customer issues. You will operate within an agile, cross-functional product squad alongside data scientists, engineers, product managers, designers, and researchers to scale support operations efficiently.
Key Responsibilities
Requirements
Nice to Have
Skills and Tools
Salary and Benefits
About the Company
Monzo is transforming traditional banking with a mission to make money work for everyone. Moving beyond prepaid cards, the company offers personal, business, joint, and teen accounts, alongside credit, savings, investments, and pension consolidation. Known for hot coral cards and award-winning customer service, Monzo focuses on solving real financial problems and changing lives.
How to Apply
To apply for this role, please visit the official Monzo careers page.
Skills and tech stack
Questions candidates ask
Where is the Lead Machine Learning Scientist position located?
The role can be based in the London office, the Cardiff office, or handled via remote working within the UK with ad-hoc meetings in London.
What is the salary range for this role?
The salary ranges between £115,000 and £150,000 per year, accompanied by performance-tied incentive awards and standard company benefits.
What technical skills are required?
Applicants need extensive experience writing production Python code, a strong command of SQL, and a track record of deploying deep learning, graph-based, or sequence-based machine learning architectures to production.
Does Monzo offer visa sponsorship or relocation assistance?
Yes, Monzo can sponsor visas and assist with relocating to the United Kingdom for this position.
What does the interview process look like?
The process includes a 30-minute recruiter call, a 45-minute hiring manager call, and a full loop covering an ML modelling interview, a product and ML interview, a behavioural interview, and a leadership interview.