Senior Data Science Manager Customer Support

THE ROLE

Were 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 Wises mission and millions of our customers.

WHAT YOULL 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 including designing and validating agent tooling refining operational processes and enhancing learning systems to continuously improve the overall support experience and efficiency.

• Delivery Excellence & Operationalization: Oversee the production deployment and implementation of data science solutions ensuring robust infrastructure and seamless functioning of all relevant production processes.

WHAT YOULL BRING

• Technical & Research Expertise: 7 years experience. Strong technical foundation with expertise in coding (Python SQL) and LLM / Agentic workflows and frameworks (LlamaIndex LangGraph etc.). Experience with building production-grade Machine Learning and AI systems at scale. Proven ability to conduct research formulate well-designed experiments drive innovation through experimentation and stay up-to-date on the latest advancements in AI/ML.

• Team Management: 2 years commercial experience. A passion and desire to grow teams from the ground up rather than inheriting an established team. Demonstrated ability to recruit mentor and develop foundational technical talent fostering a collaborative and innovative team culture focused on delivering measurable business outcomes and establishing robust Machine Learning and AI systems.

• Support Domain & Customer Contact Acumen: Experience in customer support operations ideally within financial services or fintech with a deep understanding of the customer contact domain. This includes expertise in customer journey analysis contact drivers operational efficiency and the unique data challenges inherent in customer interactions.

• Communication & Influence: Excellent communication skills with an outstanding ability to translate complex technical concepts into strategic business language and build consensus across diverse stakeholder groups.

• Strategic Ownership & Pragmatism: Demonstrated ability to proactively identify impactful opportunities influence business strategy and drive initiatives to completion. You possess a pragmatic approach effectively triaging requests and adapting analysis scope to achieve optimal outcomes in a fast-paced environment.

NICE TO HAVE BUT NOT ESSENTIAL

• Education: Advanced degree (Masters / PhD) in Computer Science Data Science Machine Learning Mathematics/Physics or related quantitative fields preferred.
• Technical: desire or ability to pick up other programming languages such as TypeScript and Java.

Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time