[All remote jobs](https://jobicy.com/jobs.md)Open role[![Monzo logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5b4c0ec3-221.jpg)](https://jobicy.com/company/monzo.md)Remote opportunity at[Monzo](https://jobicy.com/company/monzo.md) # Senior Machine Learning Scientist, Customer Operations Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/monzo.md)Share4 Aug 2026Published44Listing views2Application actions4 Sep 2026Apply before Opportunity details ## About this role. AI SummaryMonzo is seeking a Senior Machine Learning Scientist to join their Customer Operations team, focusing on transforming customer support through advanced machine learning and LLM technologies. The role involves developing and deploying models to understand customer issues, route them efficiently, and automate resolutions across millions of customers. The ideal candidate has deep experience with deep learning, graph-based architectures, and production Python code, and thrives on ambiguous problems. This is a senior, high-impact position embedded in product squads within a fast-growing fintech company. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 4/5IndependentCollaborative AI insightThe role demands cutting-edge ML expertise, production deployment experience, and the ability to solve ambiguous, high-stakes problems at scale, making it exceptionally challenging. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$185,000US market range$150k–$240k0$264k AI insightThe listed salary fields are empty, so we estimate the US market median for a Senior Machine Learning Scientist in customer operations at approximately $185,000. The UK salary range of £115,000-£150,000 converts to roughly $145,000-$190,000, which aligns well with the US market when adjusted for cost-of-living differences. This is a competitive package for the seniority and impact of the role, especially with additional incentive awards. ## Core skills Skills and capabilities most closely associated with this opportunity. [Machine Learning](https://jobicy.com/jobs?search_keywords=Machine%20Learning.md)[Deep Learning](https://jobicy.com/jobs?search_keywords=Deep%20Learning.md)[LLM](https://jobicy.com/jobs?search_keywords=LLM.md)[Python](https://jobicy.com/jobs?search_keywords=Python.md)[SQL](https://jobicy.com/jobs?search_keywords=SQL.md)[Production ML](https://jobicy.com/jobs?search_keywords=Production%20ML.md)[Customer Operations](https://jobicy.com/jobs?search_keywords=Customer%20Operations.md)[Routing Optimization](https://jobicy.com/jobs?search_keywords=Routing%20Optimization.md)[Graph-based ML](https://jobicy.com/jobs?search_keywords=Graph-based%20ML.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Cover letter sampleDear Hiring Manager, I am writing to express my strong interest in the Senior Machine Learning Scientist, Customer Operations position at Monzo. With extensive experience in deploying advanced machine learning models in fast-paced environments, I am excited to apply my skills to transform customer support operations. My background in deep learning, LLMs, and production systems aligns perfectly with the challenges described, from routing and automation to global optimization. I am particularly drawn to the opportunity to own solutions end-to-end and deliver measurable business impact at scale. Thank you for considering my application. Copy Sample interview questionsDescribe a time you deployed a deep learning model to production. What challenges did you face and how did you measure impact?In my previous role, I developed a sequence-based model to predict customer churn. The main challenges were data quality and latency requirements. I implemented a real-time inference pipeline and used A/B testing to demonstrate a 15% reduction in churn, ensuring the model met business KPIs. How would you approach optimizing routing of customer support tickets across thousands of staff? I would frame it as a resource allocation problem, using features like issue complexity, staff expertise, and current workload. I'd explore reinforcement learning or combinatorial optimization to balance customer satisfaction with operational efficiency, and validate through pilot tests. How do you stay updated with the latest LLM advancements and apply them to business problems? I follow top research conferences and open-source projects, then prototype quickly with internal data. For customer support, I'd fine-tune a model on historical tickets for intent classification and auto-resolution, while considering cost and latency trade-offs. Explain a time you worked with ambiguous problem statements. How did you define success? I was once asked to 'improve customer experience' without clear KPIs. I collaborated with stakeholders to define measurable outcomes like resolution time and satisfaction scores, then designed a model to optimize those, setting baseline metrics before deployment. Our stack uses Go for backend microservices. How would you handle learning a new language while delivering high-impact ML work? I would leverage my strong Python expertise for ML models and incrementally learn Go by working closely with backend engineers. I'd prioritize writing clean, testable integration code and use pair programming to accelerate the learning curve while maintaining delivery momentum. 🚀 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](https://monzo.com/current-account/personal) and [business](https://monzo.com/business-banking) bank accounts, we offer [joint accounts](https://monzo.com/current-account/joint-account), [accounts for 16-17 year olds](https://monzo.com/current-account/16-17), a [free kids account](https://monzo.com/current-account/under-16s) and [credit cards](https://monzo.com/flex) in the UK, with more exciting things to come beyond. Our UK customers can also [save](https://monzo.com/savings), [invest](https://monzo.com/investments)and [combine their pensions](https://monzo.com/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 ❤️ 📍London/Cardiff/UK Remote | 💰 £115,000 – £150,000 + Incentive Awards tied to your performance + [Benefits](https://monzo.com/careers/) ✨ ## About our Machine Learning Operations team: The challenge 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 you’ll 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 to understand customer problems, to develop an effective human-in-the loop system that augments automation with the efforts of support workforce (who we call COps) 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. You’ll be one of 4 ML engineers in Operations, embedded in product squads working alongside data scientists, backend, mobile and web engineers, product managers, user researchers, designers and operations specialists. ## What you’ll be working on: We’ll be expecting you to leverage your deep experience of developing and deploying advanced Machine Learning models to: * 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. The technical approaches you take to solve these problems will be very much in your hands and we’ll strongly encourage and support experimentation and innovation. We’ll be expecting you to justify and demonstrate effectiveness along the way, making sure the approach meets our business and customer needs. ## You should apply if: What we’re doing here at Monzo excites you! * You have a 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. * You have experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production and delivering business impact. * You’re 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. * Using advanced machine learning techniques to directly improve customer support experiences and globally optimise routing and prioritisation across millions of customers and thousands of support staff sounds exciting to you. * 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](https://go.dev/) which is used in many of our backend microservices. * You thrive working on ambiguous problems. * You want to be involved in building a product that you and the people you know use every day, with a product mindset that prioritises customer outcomes and data-informed decisions. * You’re adaptable, curious and enjoy learning new technologies and ideas. ## Nice to haves: * Experience working with operations, financial crime and in regulated institutions * Commercial experience writing critical production code and working with microservices ## The interview process: 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 * 60 minute ML Modelling interview * 60 minute Product & ML interview * 60 minute behavioural 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 [tech-hiring@monzo.com](mailto:tech-hiring@monzo.com). Please also use that email to let us know if there’s anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason. What’s in it for you: ✈️ We can help you relocate to the UK ✅ We can sponsor visas 📍This role can be based in our London office, but we’re 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 £1,000 a year for training courses and conferences ➕And much more, see our full list of benefits [here](https://monzo.com/careers/) If you prefer to work part-time, we’ll 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 we’re making sure we have lots of support for all of our people to grow at Monzo. 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](https://monzo.com/blog/diversity-and-inclusion), 2026 [Diversity and Inclusion Report](https://monzo.com/blog/our-2026-diversity-and-inclusion-report) and 2025 [Gender Pay Gap Report.](https://monzo.com/blog/gender-pay-gap-report-2025) 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 application stage 😊 Show more [Apply now >](https://jobicy.com/jobs/150220-senior-machine-learning-scientist-customer-operations.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. Keep exploring ## Related remote jobs. Matched by job category10 related opportunities[Data Science & Analytics](https://jobicy.com/categories/data-science.md) [Browse all jobs](https://jobicy.com/jobs.md) * ![phData logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/584752a9-221.jpeg) phData Aug 4 ### [Senior Business Analyst, AI & Data](https://jobicy.com/jobs/150207-senior-business-analyst-ai-data.md) Join phData, a remote-first data and AI consultancy company with employees across the United States, Latin America, and India. We partner with industry leaders, including Snowflake, AWS, Anthropic, Azure, GCP,… * ![Reddit logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/10/Reddit.jpg) Reddit Aug 4 ### [Staff Data Scientist – Ads Measurement, Signals, Privacy](https://jobicy.com/jobs/150206-staff-data-scientist-ads-measurement-signals-privacy.md) Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit… * ![Reddit logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/10/Reddit.jpg) Reddit Aug 4 ### [Sr. Staff Data Scientist – Ads Measurement, Signals, Privacy](https://jobicy.com/jobs/150205-sr-staff-data-scientist-ads-measurement-signals-privacy.md) Reddit is a community of communities. It’s built on shared interests, passion, and trust, and is home to the most open and authentic conversations on the internet. Every day, Reddit… * ![NielsenIQ logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/e0156312-221-4.jpg) NielsenIQ Aug 4 ### [Senior Analytics Consultant](https://jobicy.com/jobs/150190-senior-analytics-consultant.md) Job DescriptionAbout the role:We are looking for a Senior Consultant with experience in Revenue Growth Management (RGM) or Category Management within the FMCG sector.You will work with leading FMCG manufacturers,… * ![Centene Corporation logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/39e51050-221.png) Centene Corporation Aug 3 ### [Workforce Scheduling Analyst II](https://jobicy.com/jobs/150167-workforce-scheduling-analyst-ii.md) You could be the one who changes everything for our 28 million members as a Customer Care professional at Centene. As a diversified, national organization, you’ll have access to competitive… * ![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png) Cloudbeds Jul 30 ### [Principal ML Engineer](https://jobicy.com/jobs/148056-principal-ml-engineer.md) What Makes Us Unique At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent… * ![ClinChoice logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/757ea04d-221.webp) ClinChoice Jul 30 ### [Senior/Principal Biostatistician Consultant remote (Infectious Disease)](https://jobicy.com/jobs/149864-senior-principal-biostatistician-consultant-remote-infectious-disease.md) Are you interested in working directly for a single sponsor while having the security and additional career opportunities that working for a global CRO can bring? Our team says it’s… * ![Phaidra logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/074f895e-221.png) Phaidra Jul 30 ### [Senior AI Research Scientist (Model-based RL)](https://jobicy.com/jobs/149862-senior-ai-research-scientist-model-based-rl.md) About Phaidra Phaidra is building the future of industrial automation. The world today is filled with static, monolithic infrastructure. Factories, power plants, buildings, etc. operate the same they’ve operated for… * ![Nebius logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/06/d90c0566-221.webp) Nebius Jul 30 ### [Product Growth Analytics Lead – Token Factory](https://jobicy.com/jobs/149856-product-growth-analytics-lead-token-factory.md) About Nebius: Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from… * ![Pindrop logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/497cbe3e-221.jpeg) Pindrop Jul 29 ### [Research Scientist II](https://jobicy.com/jobs/147988-research-scientist-ii.md) Who We Are Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As AI-driven fraud and deepfakes erode trust in digital communication, Pindrop delivers…