Senior Data Science Manager - Customer Support at Wise

THE ROLE We’re 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 Wise’s mission and millions of our customers.   WHAT YOU’LL 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 YOU’LL 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.