Machine Learning, Tech Lead

• Lead Machine Learning for the Workforce Management vertical, the organisation making sure Monzo has the right human support supply to meet customer demand. • Build the machine learning and optimisation systems behind fast, efficient, resilient customer support at scale. • Work on demand forecasting, real-time supply and demand matching, problem routing and escalation, and predictive models for how long work will take and where the next best human support should go. • Tackle rigorous ML, forecasting, optimisation, and operations research problems rather than only LLM work. • Lead a growing team of Machine Learning Scientists embedded in product squads alongside data scientists, engineers, product managers, researchers, designers, and operations specialists. • Stay close to the technical work while growing into a broader leadership role. • Work from London, Cardiff, or fully remote within the UK, with ad hoc meetings in London.

• Have recently worked as a hands-on Machine Learning practitioner, whether as a Senior IC, Tech Lead, Team Lead, or ML manager. • Bring strong foundations in ML, statistics, forecasting, optimisation, or operations research, and enjoy applying them to messy real-world problems. • Have built, shipped, or owned ML systems in production, understanding what makes models useful, reliable, monitored, and safe. • Move between technical detail and business context, explaining complex ML ideas clearly to technical and non-technical people. • Take coaching seriously and enjoy it, whether or not you already have formal people management experience. • Stay energised by ambiguous problem spaces where the answer might be a model, an algorithm, a product change, an operational process, or all four. • Care about customer outcomes and building systems that get people answers quickly. • Stay adaptable, curious, and excited by quantitative problems.

• Bring existing people management experience, though Monzo is open to people taking their first formal step into management. • Have worked on workforce management, capacity planning, or operations research problems specifically. • Have built real-time matching or routing systems in production. • Apply even if you do not tick every box, which Monzo explicitly encourages. • Use a preferred name to apply, as Monzo does not need full or birth names at application stage.

• Shape the ML strategy for Workforce Management, deciding where ML, forecasting, and optimisation have the biggest impact for customers and human agents. • Lead the design, build, and delivery of production ML systems across forecasting, routing, assignment, escalation, and time-to-completion prediction. • Help the team frame problems well, choose the right modelling approach, define robust validation, review trade-offs, and ship safely. • Work with Product, Engineering, Data, and Operations leaders to turn ambiguous operational problems into pragmatic, iterative ML systems. • Coach and develop Machine Learning Scientists through regular 1:1s, feedback, and technical guidance. • Create healthy ways of working with clear priorities, strong technical standards, good documentation, sensible monitoring, and space for people to do their best work. • Contribute to the wider Machine Learning discipline at Monzo, helping scale how ML systems get built, shipped, and operated in production.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Earn £113,200 to £145,200 plus incentive awards tied to your performance. • Get help relocating to the UK. • Get visa sponsorship, which Monzo offers for this role. • Work from the London office or distributed within the UK, with only ad hoc meetings in London. • Set your own hours, with Monzo trusting you to work enough to do the job well at times that suit you and your team. • Spend a £1,000 annual learning budget on books, training courses, and conferences. • Receive a MacBook, with extra support for home setup if you work fully remotely. • Take your first formal step into management, which Monzo explicitly supports here.

Monzo is on a mission to make money work for everyone, moving away from the complicated and confusing ways of traditional banking. Starting as a prepaid card, it now offers personal and business bank accounts, joint accounts, accounts for 16 to 17 year olds, a free kids account, and credit cards in the UK, alongside saving, investing, and pension consolidation. The Operations Machine Learning team builds the systems behind Monzo's customer support at scale, covering forecasting, routing, and optimisation across the Workforce Management vertical.