Lead Machine Learning Scientist

Monzo; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading fintech company is seeking a Machine Learning Engineer to enhance customer support through advanced ML techniques. You will lead technical work, optimize support routing, and mentor team members. Ideal candidates should have experience in developing machine learning models and a strong command of Python and SQL. This position offers flexibility and a UK-based work environment with opportunities to work remotely.

Benefits

Relocation support to the UK

Visa sponsorship

Flexible working hours

Learning budget of £1,000

Work-from-home setup support

Qualifications

• Track record of leading technical work in machine learning.
• Experience developing advanced ML architectures.
• Ability to independently tackle ambiguous problems.
• Fast learner with a passion for new technologies.

Responsibilities

• Understand customers’ problems and support needs.
• Automate customer support resolution.
• Optimize routing decisions across support staff.

Skills

Leading technical work in machine learning

Developing and shipping deep learning architectures

Production Python coding

Strong command of SQL

Mentoring other ML practitioners

Identifying impactful issues proactively

Communicating ML concepts to non-domain colleagues

Tools

Python

SQL

Graph-based ML architectures

Go lang

Job description

Overview

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. With our hot coral cards, get‑paid‑early feature, combined with financial education on social media and our award‑winning customer service, we have a long history of creating magical moments for our customers.

We’re not about selling products – we want to solve problems and change lives through Monzo ❤️

Responsibilities

You’ll play a key role by:

• Understanding customers’ problems and support needs based on a variety of inputs.
• Routing customers to the right COp who can support them and globally optimizing those routing decisions across millions of customers and thousands of support staff.
• Automating the resolution of customers’ support needs through autonomous agents.
• Aiding customer support in decision‑making and pattern detection.

Qualifications

• You have a track record of leading the technical work of a team in the development and deployment of advanced Machine Learning models tackling real business problems with demonstrable impact, preferably in a fast moving tech company.
• You have experience developing and shipping deep learning, graph‑based, and/or sequence‑based ML architectures to production and delivering business impact.
• You’re impact driven and excited to own the end to end journey that starts with a business problem and ends with your solution having a measurable impact in production.
• You have experience in, and a passion for, mentoring other ML practitioners, sharing knowledge and raising the technical bar across the team.
• You have a self‑starter mindset; you proactively identify the most impactful issues and opportunities and collaboratively tackle them without being told to do so.
• Using advanced machine learning techniques to directly improve customer support experiences and globally optimize routing and prioritization across millions of customers and thousands of support staff sounds exciting to you.
• You have extensive experience writing production Python code and a strong command of SQL. You are comfortable using them every day, and keen to learn Go lang which is used in many of our backend microservices.
• You thrive working on ambiguous problems and have a track record of helping your team and stakeholders resolve that ambiguity.
• You want to be involved in building a product that you and the people you know use every day, with a product mindset that prioritizes customer outcomes and data‑informed decisions.
• You’re excited about fast‑moving developments in Machine Learning and can communicate those ideas to colleagues who are not familiar with the domain.
• You’re adaptable, curious and enjoy learning new technologies and ideas.

Nice to haves

• Experience working with operations, financial crime and in regulated institutions
• Commercial experience writing critical production code and working with microservices

Benefits

✈️ We’ll help you relocate to the UK.

✅ We can sponsor your visa.

📍This role can be based in our London office, but we’re open to distributed working within the UK (with ad hoc meetings in London).

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work‑from‑home setup.

Interview Process

• 30 minute recruiter call
• 45 minute call with hiring manager
• 3 x 1‑hour video calls with various team members

Equal Opportunity Statement

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage 😊