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About the Role
The Machine Learning Operations team aims to transform customer service by reducing resolution time and effort, enhancing customer confidence and satisfaction. This role is pivotal in leveraging state-of-the-art machine learning techniques, including LLMs, to understand customer problems and develop human-in-the-loop systems that augment automation with support workforce efforts for efficient problem prediction, identification, disambiguation, and routing at scale.
Responsibilities
- Leverage deep experience in developing and deploying advanced Machine Learning models.
- Understand customers’ problems and support needs based on a variety of inputs.
- Route customers to the right COp who can support them and globally optimise those routing decisions across millions of customers and thousands of support staff.
- Automate the resolution of customers’ support needs through autonomous agents.
- Aid customer support in decision-making and pattern detection.
- Experiment and innovate with technical approaches to solve problems.
- Justify and demonstrate the effectiveness of approaches to meet business and customer needs.
Requirements
- Excited about what Monzo is doing.
- Track record of executing on the development and deployment of advanced Machine Learning models tackling real business problems with demonstrable impact, preferably in a fast-moving tech company.
- Experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production and delivering business impact.
- Impact driven and excited to own the end-to-end journey from business problem to measurable production impact.
- Extensive experience writing production Python code and a strong command of SQL.
- Comfortable using Python and SQL daily.
- Keen to learn Go lang.
- Thrive working on ambiguous problems.
- 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.
- Adaptable, curious, and enjoy learning new technologies and ideas.
- Experience working with operations, financial crime and in regulated institutions (nice to have).
- Commercial experience writing critical production code and working with microservices (nice to have).
Skills
- Machine Learning
- LLMs
- Deep Learning
- Graph-based ML
- Sequence-based ML
- Python
- SQL
- Go lang
Location
- London
- Cardiff
- UK Remote
Work Type
- Remote
- Distributed working within the UK
- Flexible working hours
Experience Level
- Senior
Salary/Compensations
- £115,000 - £150,000
- Incentive Awards tied to performance
Benefits
- Relocation assistance to the UK
- Visa sponsorship
- Learning budget of £1,000 a year for training courses and conferences
- Flexible working hours
- Part-time work options available
- Other benefits available (link provided)
About the Company
- On a mission to make money work for everyone.
- Moving away from complicated and confusing traditional banking.
- Product offering has grown significantly over 10 years in the UK.
- Offers personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards in the UK.
- Customers can save, invest, and combine pensions.
- Known for hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service.
- Focuses on solving problems and changing lives through Monzo.
Equal Opportunity
- 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.
- Fostering an inclusive environment for all people to do the best work of their lives.
- Embracing diversity.