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Salary: GBP 115,000 - 150,000 / annual
Monzo is a fintech company transforming banking through modern digital solutions. The Machine Learning Operations team is seeking a Senior ML Scientist to revolutionize customer service by developing advanced ML systems that reduce resolution time and enhance customer satisfaction.
You'll be one of four ML engineers embedded in product squads, working alongside data scientists, backend engineers, product managers, and operations specialists. Your focus will be on leveraging state-of-the-art machine learning techniques, including large language models, to build human-in-the-loop systems that augment automation with support staff efforts.
Key responsibilities include:
- Understanding customer problems and support needs from diverse data inputs
- Developing ML models to route customers to the right support agent, optimizing globally across millions of customers and thousands of support staff
- Building autonomous agents to automate customer support resolution
- Creating tools to aid support teams in decision-making and pattern detection
You should have a proven track record of developing and deploying advanced ML models in fast-moving tech companies, with demonstrable business impact. Deep expertise in production Python, SQL, and experience with deep learning, graph-based, or sequence-based architectures is essential. You're impact-driven, comfortable with ambiguity, and excited about owning end-to-end solutions from problem definition to production deployment. Experience with Go is a plus. You should have a product mindset, prioritizing customer outcomes and data-informed decisions.
