Wise
Financial Services
SeniorDataScienceManager-CustomerSupport
Neural analysis suggests this role is
optimal for mid candidates.
“Senior Data Science Manager - Customer Support at Wise. Skills: Data Science, Machine Learning, AI, NLP, LLM, Team Management, Customer Support. Lead and develop the intelligence system at the core of our contact automation system. identify other areas for applied AI application throughout the Customer Support domain”
What You'll Achieve.
maximize customer and business value; tangible customer solutions and measurable impact; continuously improve the overall support experience and efficiency; delivering measurable business outcomes
Industry & Context.
identify customer problem patterns; create data extraction algorithms; pragmatic approach; effectively triaging requests; adapting analysis scope to achieve optimal outcomes
What They're Looking For.
Must Have
7+ years experience, coding (Python, SQL), LLM / Agentic workflows and frameworks, building production-grade Machine Learning and AI systems at scale, conduct research, formulate well-designed experiments, drive innovation through experimentation, stay up-to-date on the latest advancements in AI/ML, 2+ years commercial experience in Team Management, recruit, mentor, and develop foundational technical talent, fostering a collaborative and innovative team culture focused on delivering measurable business outcomes, establishing robust Machine Learning and AI systems, Experience in customer support operations, deep understanding of the customer contact domain, expertise in customer journey analysis, contact drivers, operational efficiency, unique data challenges inherent in customer interactions, Excellent communication skills, ability to translate complex technical concepts into strategic business language, build consensus across diverse stakeholder groups, proactively identify impactful opportunities, influence business strategy, drive initiatives to completion, pragmatic approach, effectively triaging requests, adapting analysis scope to achieve optimal outcomes in a fast-paced environment
Nice to Have
Advanced degree (Masters / PhD) in Computer Science, Data Science, Machine Learning, Mathematics/Physics, or related quantitative fields, desire or ability to pick up other programming languages such as TypeScript and Java
What You'll Do.
Lead and develop the intelligence system at the core of our contact automation system
identify other areas for applied AI application throughout the Customer Support domain
identify and developing solutions that provide us with the ability to help customers resolve these issues without friction
Partner strategically with Product
and Operations Squad leads to define the strategy and roadmap for the Squad
ensuring our solutions maximize customer and business value
and rapid iteration in developing and evaluating contact automation systems
leveraging Natural Language Processing (NLP) and Applied AI techniques to identify customer problem patterns
create data extraction algorithms
innovate LLM prompt development for the Wise Assistant
Proactively identify and pursue new opportunities across the Support space
designing and validating agent tooling
refining operational processes
enhancing learning systems
Oversee the production deployment and implementation of data science solutions
ensuring robust infrastructure and seamless functioning of all relevant production processes
How You'll Work.
Team & Collaboration
Cross-Functional Collaboration; Partner strategically with Product, Engineering, and Operations Squad leads; build consensus across diverse stakeholder groups; fostering a collaborative and innovative team culture
Communication Scope
Excellent communication skills; ability to translate complex technical concepts into strategic business language; build consensus across diverse stakeholder groups
Process & Methodology
Strategic Ownership, Pragmatism, effectively triaging requests, adapting analysis scope to achieve optimal outcomes
Full Job Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. [More about our mission.](https://wise.jobs/our-mission) THE ROLE We’re looking for a Senior Data Science Manager to join our Customer Support team, based across our key hubs in London and Budapest. This role is a unique opportunity to lead and develop the intelligence system at the core of our contact automation system as well as identify other areas for applied AI application throughout the Customer Support domain. You will be instrumental in identifying and developing solutions that provide us with the ability to help customers resolve these issues without friction. What you achieve will have a direct impact on [Wise’s mission](https://www.transferwise.jobs/what-we-do/) and millions of our customers. WHAT YOU’LL DO * Cross-Functional Collaboration & Business Impact: Partner strategically with Product, Engineering, and Operations Squad leads to define the strategy and roadmap for the Squad while ensuring our solutions maximize customer and business value, with a strong focus on tangible customer solutions and measurable impact * Technical Leadership & Innovation (NLP & Applied AI): Lead the research, experimentation, and rapid iteration in developing and evaluating contact automation systems, leveraging Natural Language Processing (NLP) and Applied AI techniques to identify customer problem patterns, create data extraction algorithms, and innovate LLM prompt development for the Wise Assistant. * Opportunity Identification & System Enhancement: Proactively identify and pursue new opportunities across the Support space,
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