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.