Company DescriptionWise 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 lives 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

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Job DescriptionWe’re looking for a Senior Data Scientist to join our Contact Automation team in London.This role is a unique opportunity to work on the intelligence system at the core of our contact automation system. Your work will make our system aware of the different problems our customers encounter and eventually develop the ability to help customers resolve these issues. What you build will have a direct impact on

Wise’s mission

and millions of our customers.About the Role:In the Support squad we are aiming to create a system that can power an automated “Wise Assistant” system that can answer most customer questions within the chat interface effectively, as well as support our agents in answering more complex questions.To achieve our targets we need to have applied this system effectively at scale, across the large majority of our contacts working seamlessly within the chat interface.In the near-term our Data Science members are primarily focused on developing the foundation of the customer problem understanding system. There are many interesting research angles, especially within the NLP domain.Here’s how you’ll be contributing:Customer Problem Understanding System Development

Analysing contact data to identify patterns and uncover underlying structuresCreating automated algorithms for extracting information from real customer interactionsDeveloping the system’s ability to learn which data points are key to resolving specific customer problemsInnovating prompt development to optimise the performance of LLM-based parts of the system and background processesDeveloping models to map customer contacts to defined structures

Performance Testing and Optimisation

Evaluating our customer problem understanding system against internal and external benchmarksIdentifying and categorising system errors, and suggesting technical solutions to rectify these errorsFine-tuning system settings to achieve an optimal balance between precision and recallProviding data-driven insights on potential outcomes under various scenarios

Operational Process Development

Collaborating with operational teams to refine processes, ensuring effective feedback integration into our automation systemsDesigning and managing projects that utilise excess operational capacity, such as manual data labelling for model improvement

Enhancing Learning Processes

Integrating active learning strategies to continuously improve model accuracy through feedback loops

Deployment and Implementation

Packaging algorithms into deployable libraries/objects and transitioning them from staging to production environmentsImplementing and maintaining scheduled processes for data gathering and model retraining using automated pipelinesMaintaining production-grade Python services

A bit about you:Experience implementing, training, testing and evaluating performance of Machine Learning systems;Strong Python knowledge. A big plus for proven familiarity and experience with OOP principles;Knowledge and experience developing Unsupervised Learning methods;Experience with statistical analysis, and ability to produce well-designed experiments;A strong product mindset with the ability to work independently in a cross-functional and cross-team environment;Good communication skills and ability to get the point across to non-technical individuals;Strong problem solving skills with the ability to help refine problem statements and figure out how to solve them.Some extra skills that are great (but not essential):Hands-on experience training Neural Network models and deploying them into productionFamiliarity with automating operational processes via technical solutions, for example Large Language ModelsWillingness to get hands dirty reading many, many historical chat transcripts

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

Additional InformationKey benefits:Stock options in a

profitable companyHybrid working model

- whether it’s working from home, working overseas, school plays or life admin we get that flexibility is essentialAnnual personal development budget - whether it’s for books, courses, or conferencesVisa and relocation supportYou can read more about our full benefits package

here .For everyone, everywhere. We''re people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.We''re proud to have a truly international team, and we celebrate our differences.Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.If you want to find out more about what it''s like to work at Wise visit

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