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Gradient Labs is building an AI customer operations platform for financial services. Founded in 2023, the company works with major banking and fintech players, deploying specialist AI agents to automate customer support and back-office operations. The team includes builders from Monzo, Wise, Revolut, and Google.
In this role, you will own the full lifecycle of product data science initiatives—from customer conversations and hypothesis formation through experimentation, optimization, and delivery of measurable improvements to the AI agent. You'll be at the frontline of the product, translating customer needs into clear success metrics and using real-world data to drive actionable insights.
Key responsibilities include:
- Engaging directly with customers to understand success criteria and how outcomes should be measured
- Optimizing agent performance by tuning metrics for each customer onboarded
- Owning the end-to-end optimization flow: identifying opportunities, translating them into tangible improvements, and demonstrating delivered value
- Conducting deep data analysis to form and test robust hypotheses about performance and impact
- Collaborating across teams to align on high-impact opportunities and drive shared understanding
- Building scalable, self-serve tooling from ad hoc analyses for teammates and customers
You'll have real autonomy and trust to scope your own initiatives rather than work from a ticket queue. The role is partially customer-facing, requiring strong communication skills.
The company offers a hybrid working arrangement with a central London office; the role is open to London-based candidates or those remote within the UK (ideally attending the office at least once per week). Benefits include private medical and dental insurance, 25 days holiday plus bank holidays (or 32 days with bank holiday opt-out), team socials, and flexible working.
REQUIREMENTS:
- Significant data science experience at a lead or staff level
- Proficiency in SQL and Python; strong understanding of statistical methods
- Experience building robust data pipelines
- Background in a startup or fast-moving tech environment, with exposure to product or customer-facing work
- Strong problem-solving skills: ability to move from SQL queries to clear conclusions and next steps
- Product mindset with pragmatic approach to tradeoffs and fast execution
- Expert communication skills (role is partially customer-facing)
- Comfortable using AI tools to enhance daily work while maintaining high output standards
