Lead Machine Learning Scientist, Customer Operations

About This Opportunity

We are representing a confidential fintech organization seeking a Lead Machine Learning Scientist to join their Customer Operations team in Cardiff. This role offers the opportunity to work at the intersection of cutting-edge machine learning and customer service transformation.

Our client is tackling significant challenges: reducing the time and effort required to resolve customer issues while enhancing satisfaction and confidence. You'll leverage state-of-the-art ML techniques—including LLMs, RAG architectures, and autonomous agents—to build human-in-the-loop systems that augment automation with skilled support teams. Your work will help predict, identify, disambiguate, and route customer problems at scale for a rapidly expanding organization with global ambitions.

Responsibilities

• Provide technical leadership as an individual contributor, shipping highly impactful ML-based solutions embedded in cross-functional product squads
• Work with stakeholders across the organization to identify and scope the most impactful opportunities to transform customer operations with machine learning
• Lead the design and development of advanced ML models, exploring how LLMs, RAG, and sequence-based architectures can drive improvements in query resolution and routing
• Drive technical expertise and best practice across the ML discipline, leading by example and mentoring team members
• Steer ongoing technical strategy, collaborating with MLOps teams and backend engineers to enable rapid model iteration and optimization of the full ML lifecycle
• Own the end-to-end journey from business problem to measurable production impact

What We're Looking For

Required qualifications:

• Multiple years of track record leading development and deployment of advanced ML models to solve real business problems, preferably in fast-moving tech companies
• Experience developing and shipping deep learning, graph-based, and/or sequence-based ML architectures to production with demonstrated business impact
• Impact-driven mindset with ownership of solutions from conception through measurable production outcomes
• Self-starter who proactively identifies issues and opportunities without being directed
• Extensive experience writing production Python code and strong SQL skills, with comfort using them daily
• Willingness to learn Go lang for backend microservices work
• Comfort working with ambiguity and helping teams and stakeholders resolve uncertainty
• Product mindset: care about customer outcomes and data-informed decision making
• Ability to communicate fast-moving ML developments to colleagues unfamiliar with the domain
• Adaptability, curiosity, and enjoyment of learning new technologies

Nice to have:

• Experience with customer operations, capacity planning, forecasting, or regulated institutions
• Commercial experience writing critical production code and working with microservices

Location and Work Arrangement

This position is based in Cardiff, UK, with flexibility for remote work within the UK. Ad hoc meetings in London may be required. The client offers flexible working hours and trusts you to manage your schedule effectively.

The client can sponsor UK visas and provide relocation assistance if needed.

How We Work With You

When you apply through Get A Job.ai, our talent team will review your application and conduct an initial screening. If there's a strong match, we'll guide you through the client's interview process, which typically includes:

• Recruiter call (30 minutes)
• Hiring manager call (45 minutes)
• Full interview loop: ML modelling interview, product & ML interview, behavioral interview, and leadership interview

The process typically takes 3-4 weeks, with flexibility around your availability. We'll submit qualified candidates to our client and support you throughout. Please do not contact the client directly—all applications must come through Get A Job.ai to be considered.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applicants from all backgrounds and will consider all qualified candidates without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.