Hybrid Senior Staff Engineer, AI Customer Operations

at Monzo Bank

• Job title: Senior Staff Engineer, AI Customer Operations
• Job type: Full Time
• Experience level: Senior
• Salary: £135,000 - £184,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Senior Staff Engineer developing automation solutions to improve customer support at Monzo. Leading technical strategies to enhance customer experience and engagement with AI technology.

Responsibilities

• Expect to be hands on and deeply technical with code and infrastructure, using your software engineering and system building skills and expertise to lean in and solve deep technical challenges
• Partner with the Engineering Director for Customer Operations and other ICs to provide technical leadership around resiliency across Monzo
• Build a deep understanding of our customer journeys and infrastructure and then work to strengthen the infrastructure and tooling to build consistent experiences at scale; enhancing the tools, patterns and guardrails that make high-quality customer experience choices the easy ones
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation's goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
• Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.
• Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs, traditional machine learning, and efficient end to end systems.
• Keep a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out when things haven't quite met the bar.
• Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective. You’ll do this in order to arrive at solutions that are robust and optimal given the context
• Foster a culture of quality within your collective. Proactively champion measures to test work, and make this easy
• Pro-actively mentor, sponsor and up-level engineers

Requirements

• Software engineering foundations. You have significant professional experience in software engineering, demonstrated by writing, testing, and deploying robust backend services using strongly typed languages.
• AI / Co-pilot. You have experience in solving human + tech problems at scale.
• Customer focus with a platform mindset. You are naturally inclined to solve customer problems through a platform mindset that allows solutions to scale across the company.
• System curiosity: You are deeply curious about systems, enjoy diving deep to investigate complex issues, and understand how modern distributed applications fail and scale.
• Comfort with Ambiguity: You're comfortable working in a fast-paced team that deals with ambiguity and evolving requirements.
• Quantitative mindset: You care about outcomes and you make data-informed decisions.

Benefits

• 💰£135,000 - £184,000 ➕ share options + benefits
• ✈️ We’ll help you relocate to the UK.
• ✅ We can sponsor your visa.
• 📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)
• ⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• 📚£1,000 learning budget each year to use on books, training courses and conferences.
• 🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.