Lead Machine Learning Scientist, Customer Operations

Monzo is recruiting a Lead Machine Learning Scientist for its Customer Operations team. The team's aim is to make customer service faster and simpler, cutting the time and effort needed to resolve issues and raising customer confidence and satisfaction. The role can be based in London or carried out remotely within the UK, with occasional London meetings. The posting gives a salary of £115,000 to £150,000 plus incentive awards and benefits.

The lead would apply machine learning, including large language models and autonomous agents, to make sense of customer issues. The main task is a human-in-the-loop setup in which automation works alongside the company's support workforce, known internally as COps. The goal is to forecast, recognise, clarify and direct customer issues in volume as Monzo grows across several geographies. The lead would design and develop advanced models, including approaches based on large language models, retrieval-augmented generation and sequence-based architectures, to improve query resolution and routing.

The role is a technical individual contributor position inside a cross-functional product squad alongside PMs, data scientists, backend engineers as well as designers. The lead would work with stakeholders to find the highest-value ways to modernise support operations using ML, lead by example, mentor colleagues and raise standards across the discipline. The lead would also set technical strategy with the MLOps team and backend engineers so that models can be iterated quickly across the whole lifecycle.

Applicants should have a multi-year record of leading advanced machine learning work that reached production, and experience with deep learning, graph-based or sequence-based systems. Extensive experience with production Python and a firm command of SQL are required, and interest in Go is welcome. The posting asks for a self-starter who communicates well outside the field and copes with ambiguity. Background in support operations, workforce planning, forecasting or regulated firms is a nice-to-have. The interview process is a 30-minute recruiter call, a 45-minute hiring manager call and a full loop, usually taking three to four weeks.