Lead Machine Learning Scientist, Customer Operations

Were on a mission to make money work for everyone.

Were 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 aspersonal 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 andcombine 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!

Were not about selling products - we want to solve problems and change lives through Monzo

London/Cardiff/UK Remote 115000 - 150000 Incentive Awards tied to your performance Benefits

The challenges are significant: we aim to transform customer service by reducing the time and effort required to resolve issues enhancing customer confidence and satisfaction. As part of Operations youll be at the forefront of our mission to provide unparalleled customer support experiences.

Your role 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.

Youll be working closely with a team of Machine Learning Scientists in Operations embedded in product squads alongside data scientists backend mobile and web engineers product managers user researchers designers and operations specialists.

As a technical individual contributor youll be providing technical leadership and shipping highly impactful ML-based solutions. Youll be embedded in a cross-functional product squad working closely with product managers data scientists backend engineers and designers in an agile environment. Youll also be a technical leader within the wider Machine Learning discipline helping to steer technical work and drive up standards.

This will involve:

• Working with stakeholders across the organisation to identify and scope out the most impactful opportunities to transform Customer Operations with Machine Learning.

• Leading 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.

• Providing technical leadership to drive up levels of technical expertise and best practice across the Machine Learning discipline leading by example and mentoring others.

• Steering 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.

What were doing here at Monzo excites you!

• You have a multiple year track record of excellence leading the development and deployment of advanced Machine Learning models to tackle real business problems preferably in a fast moving tech company

• You have experience developing and shipping deep learning graph-based and/or sequence-based ML architectures to production and delivering business impact

• Youre 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

• You have a self-starter mindset; you proactively identify issues and opportunities and tackle them without being told to do so

• You have extensive experience writing production Python code and a strong command of SQL. You are comfortable using them every day and keen to learn Go lang which is used in many of our backend microservices

• youre comfortable working in a team that deals with ambiguity and have experience helping your team and stakeholders resolve that ambiguity

• you want to be involved in building a product that you (and the people you know) use every day

• you have a product mindset: you care about customer outcomes and you want to make data-informed decisions

• Youre excited about fast-moving developments in Machine Learning and can communicate those ideas to colleagues who are not familiar with the domain

• Youre adaptable curious and enjoy learning new technologies and ideas

• Experience working with customer operations capacity planning forecasting or in regulated institutions.

• Commercial experience writing critical production code and working with microservices.

Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!

30 minute recruiter call

45 minute call with hiring manager

Full Loop: ML Modelling Interview Product & ML interview Behavioural Interview Leadership interview

Our average process takes around 3-4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on . Please also use that email to let us know if theres anything we can do to make your application process easier for you because of disability neurodiversity or any other personal reason.

We can help you relocate to the UK

We can sponsor visas

This role can be based in our London office but were open to distributed working within the UK (with ad hoc meetings in London).

We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.

Learning budget of 1000 a year for training courses and conferences

And much more see our full list of benefits here

If you prefer to work part-time well make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance

#LI-REMOTE #LI-SR1

Equal opportunities for everyone

Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.

Were 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 dont need full or birth names at application stage