Lead Data Scientist - Contact Automation

Requirements:

Strong sense of ownership; you drive work from idea to production and are motivated by building real systems used by customers.

Good communicator, able to present ideas and foster discussion with both technical and non-technical audiences.

Strong grounding in statistics, with the ability to design, run and own A/B testing and experimentation end-to-end.

Strong understanding of how to evaluate models (classification, regression, or LLMs) and why metrics matter and a proven ability to connect model/system performance to business outcomes.

A strong product mindset and ability to work collaboratively in a cross-functional environment.

Experience writing production code in at least one of Python, TypeScript or Java.

Familiarity with modern LLM/agentic architectures (e.g. Mastra, LangGraph or similar frameworks).

Strong data skills (SQL, snowflake, data visualisation).

Nice to Haves:

Experience with a customer facing agentic system.

Experience with Bayesian inference, especially with A/B testing.

What You'll Be Doing:

Own the design and evolution of evaluation frameworks for LLM-based systems (both offline and online).

Build and scale A/B testing to measure real customer impact and guide product decisions.

Define meaningful metrics that connect system performance to customer outcomes and business impact.

Identify failure modes across the assistant (reasoning, retrieval, tool use, tone, etc.) and drive improvements.

Work daily with Product, Engineering, and Content/Design to shape the assistant’s behaviour.

You will operate with a high degree of autonomy in a fast-moving environment (often working on 1–2 week iteration cycles) in close collaboration with engineering, content and product.

Use feedback loops—both human and system-generated—to continuously improve performance.

Take ownership beyond your immediate scope when needed to move the project forward.

Perks and Benefits:

Opportunity to work on the intelligence system at the core of the contact automation system at a company impacting millions of customers.

Direct impact on helping customers resolve issues related to sending and receiving money across borders.

Collaborative work environment with autonomy and room for growth.