Summary

Lead Data Scientist role focused on causal inference, experimentation, statistical modelling and machine learning for Wise's customer support products. The role is based in London and works with customer, conversational and operational data to improve support quality, automation and customer outcomes.

Responsibilities

• Measure customer support quality across channels
• Design metrics for customer outcomes
• Diagnose root causes with statistical methods
• Propose product and process improvements
• Design and analyse controlled experiments
• Evaluate automation and ai interventions
• Shape the customer support automation roadmap