Lead Data Scientist – Causal Inference

Overview

As a Data Scientist in Wise’s Customer Support team, you will translate complex support data into actionable insights that improve outcomes. You’ll work across London and Budapest with Product, Design, Operations and Engineering to diagnose issues, test solutions, and steer automation strategies. You will simplify intricate customer journeys into tractable problems and shape measurement frameworks for meaningful service quality. Your work helps the team decide where to automate, augment, or enhance human support, delivering more value to customers.

Responsibilities

• Measure and diagnose customer support quality across human and automated channels
• Design metrics reflecting outcomes like resolution quality, effort, adherence, fairness, durability, and cost
• Identify root causes using ML, statistics and domain knowledge
• Propose and test solutions including product changes, processes, automation and improved human support
• Quantify impact of opportunities to prioritise investments
• Design and analyse experiments to evaluate interventions
• Shape the automation strategy and determine appropriate interventions for different problems
• Test and evaluate interventions for impact on outcomes and cost
• Develop long-term automation capability roadmap to maximise value

Key requirements

• Strong SQL and Python skills
• Experience with large, complex, imperfect datasets
• Solid grounding in statistical analysis (ANOVA, non-parametric, Bayesian) and causal inference
• Experience applying ML, statistical modelling, NLP and LLM-based techniques to analyze customer behaviour
• Experience designing measurement frameworks for complex journeys and evaluating interventions
• Strong product and business judgement with track record of data-driven decisions
• Experience with controlled experiments and observational studies

• Analytical judgement
• Ability to simplify complex problems into clear hypotheses
• Collaborative mindset with cross-functional teams
• SQL
• Python
• statistical modelling

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