Lead Machine Learning Scientist, Customer Operations

About the Position

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Responsibilities

As a Lead Machine Learning Scientist in Customer Operations, you will be pivotal in leveraging state-of-the-art machine learning techniques (including LLMs and autonomous agents) to understand customer problems. You will lead the development of an effective human-in-the-loop system that augments automation with the efforts of our support workforce (who we call COps). This allows us to more expediently and efficiently predict, identify, disambiguate, and route customer problems at scale to support a rapidly expanding company with global ambitions across multiple geographies.

• Work with stakeholders across the organisation to identify and scope out the most impactful opportunities to transform Customer Operations with Machine Learning.
• Lead the design and development of advanced Machine Learning models, exploring how LLMs, RAG, and sequence-based architectures can drive improvements in query resolution and routing.
• Provide technical leadership to drive up levels of technical expertise and best practice across the Machine Learning discipline, leading by example and mentoring others.
• Steer ongoing technical strategy, working closely with our MLOps team and backend engineers to enable rapid iteration of models and optimisations of the full ML model lifecycle.

Requirements

• Multiple years of experience leading the development and deployment of advanced Machine Learning models to tackle real business problems 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 that starts with a business problem and ends with your solution having a measurable impact in production.
• Self-starter mindset; you proactively identify issues and opportunities and tackle them without being told to do so.
• Extensive experience writing production Python code and a strong command of SQL. Comfortable using them every day, and keen to learn Go lang which is used in many of our backend microservices.
• Comfortable working in a team that deals with ambiguity and have experience helping your team and stakeholders resolve that ambiguity.
• A product mindset: you care about customer outcomes and you want to make data-informed decisions.
• Excited about fast-moving developments in Machine Learning and can communicate those ideas to colleagues who are not familiar with the domain.
• Adaptable, curious, and enjoy learning new technologies and ideas.

Nice to Have

• Experience working with customer operations, capacity planning, forecasting, or in regulated institutions.
• Commercial experience writing critical production code and working with microservices.

We Offer

• Competitive salary: £115,000 - £150,000 + Incentive Awards tied to your performance + Benefits ✨
• Relocation assistance to the UK.
• Visa sponsorship.
• Flexible working hours and trust to work at times that suit you and your team.
• Learning budget of £1,000 a year for training courses and conferences.
• And much more, see our full list of benefits here.

About the Company

At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.

We’re an equal opportunity employer. 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.

If you have a preferred name, please use it to apply. We don’t need full or birth names at the application stage 😊