Opportunity at
MonzoLead Machine Learning Scientist, Customer Operations
Monzo operates a digital banking platform offering personal accounts, business accounts, joint accounts, credit cards, savings, investments, and pension consolidation to customers. The company is currently…
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About This Role
Monzo operates a digital banking platform offering personal accounts, business accounts, joint accounts, credit cards, savings, investments, and pension consolidation to customers. The company is currently hiring a Lead Machine Learning Scientist, Customer Operations to drive technological innovation within its support operations. This technical individual contributor position suits an experienced machine learning professional who wants to transform customer support using cutting-edge models, large language models, and autonomous agents. Working as…
Job Description
Monzo operates a digital banking platform offering personal accounts, business accounts, joint accounts, credit cards, savings, investments, and pension consolidation to customers. The company is currently hiring a Lead Machine Learning Scientist, Customer Operations to drive technological innovation within its support operations.
This technical individual contributor position suits an experienced machine learning professional who wants to transform customer support using cutting-edge models, large language models, and autonomous agents. Working as part of the Machine Learning Operations team, the successful candidate will embed within cross-functional product squads alongside backend engineers, data scientists, designers, and product managers. Responsibilities include building human-in-the-loop systems to scale support workflows, designing advanced architectures for query routing, providing technical guidance, and guiding MLOps strategy alongside engineering colleagues.
The position carries a salary range of GBP 115,000 to GBP 150,000 per year, supplemented by performance-tied incentive awards and standard benefits.
Responsibilities
- Collaborate with stakeholders to identify and scope opportunities for machine learning transformations in Customer Operations
- Design and develop advanced machine learning models utilizing LLMs, retrieval-augmented generation, and sequence-based architectures
- Provide technical leadership and mentorship to elevate technical standards across the Machine Learning discipline
- Drive technical strategy alongside the MLOps team and backend engineers to support rapid model iteration and lifecycle optimization
Requirements
- Multiple years of proven experience leading the creation and deployment of advanced machine learning models for real business problems
- Practical background in shipping deep learning, graph-based, or sequence-based machine learning architectures to production environments
- Extensive experience writing production-grade Python code and a strong command of SQL
- Ability to operate effectively in an environment with ambiguity while helping teammates and stakeholders resolve it
Qualifications
- Prior background working within customer operations, capacity planning, forecasting, or regulated financial institutions
- Commercial experience building critical production code and working with microservices
Core Skills
Benefits
- Annual salary between GBP 115,000 and GBP 150,000
- Incentive awards tied to performance
- Visa sponsorship and relocation assistance to the UK
- Annual learning budget of GBP 1,000 for training courses and conferences
- Flexible working hours
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for this position?
The salary for this role ranges from GBP 115,000 to GBP 150,000 per year, plus performance-tied incentive awards.
Does the employer offer visa sponsorship or relocation help?
Yes, Monzo offers visa sponsorship and can assist with relocation to the UK.
What is the interview process like?
The interview process consists of a 30-minute recruiter call, a 45-minute discussion with the hiring manager, and a full loop covering machine learning modeling, product and machine learning, behavioral questions, and leadership.
Is remote work permitted for this job?
The posting states that the role can be based in the London office or distributed within the UK with ad-hoc meetings in London, but it does not specify a formal remote work designation.
Sample Interview Questions
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