Lead Data Scientist - Causal Inference

Wise
London
Workplace: OnsiteFull timeGBP 90,500 - 127,000 annuallyFunction: Data Science & Machine LearningSkills: ["Analytical judgement","Iterative problem solving","Product and business judgement","Cross-functional collaboration"]

Use customer, conversational, and operational data to measure and diagnose customer support quality across human and automated channels. Build outcome-focused metrics, identify root causes using statistical methods and causal inference, and turn insights into proposals spanning product changes, process improvements, automation, and improved human support. Design experiments and observational studies, quantify impact, and shape the long-term automation roadmap with Product, Design, Operations, and Engineering.

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FursaFursa
Wise
Wise
1 day ago

Lead Data Scientist - Causal Inference

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Use customer, conversational, and operational data to measure and diagnose customer support quality across human and automated channels. Build outcome-focused metrics, identify root causes using statistical methods and causal inference, and turn insights into proposals spanning product changes, process improvements, automation, and improved human support. Design experiments and observational studies, quantify impact, and shape the long-term automation roadmap with Product, Design, Operations, and Engineering.
Location: London
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Measure and diagnose customer support quality across human and automated channels.
  • •Design outcome-focused metrics (resolution quality, customer effort, process adherence, consistency, fairness, durability, and cost effectiveness).
  • •Identify root causes by combining ML, statistical methods, and domain expertise, and use causal inference when experiments aren’t practical.
  • •Propose and evaluate improvements to customer experience, including product/process changes, automation, and better human support.
  • •Design and analyze experiments to quantify impact and build the automation capability roadmap.

Pay and Benefits

Salary: GBP 90,500 - 127,000 annually

Key Requirements

  • •Simplify complex, ambiguous systems into clear hypotheses and tractable analytical questions.
  • •Strong SQL and Python skills working with large, imperfect datasets.
  • •Strong grounding in statistical analysis and causal inference, including designing controlled experiments and observational studies.
  • •Experience applying machine learning, statistical modeling, NLP, and LLM-based techniques to analyze customer behavior and conversational data.
  • •Design measurement frameworks for complex customer journeys and evaluate the impact of interventions.
Experience:Customer supportCustomer-facing productsConversational dataAutomationObservational studies
Skills:Analytical judgementIterative problem solvingProduct and business judgementCross-functional collaboration
Languages:English
Tech Stack:SQLPythonNLPLLMAWS

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
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