Senior Staff Software Engineer, AI Customer Operations

<div class="content-intro"><p><strong><em>🚀 We’re on a mission to make money work for everyone.</em></strong></p> <p>We’re waving goodbye to the complicated and confusing ways of traditional banking.</p> <p>After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as&nbsp;<a href="https://monzo.com/current-account/personal&quot;&gt;personal&lt;/a> and <a href="https://monzo.com/business-banking&quot;&gt;business&lt;/a> bank accounts, we offer <a href="https://monzo.com/current-account/joint-account&quot;&gt;joint accounts</a>, <a href="https://monzo.com/current-account/16-17&quot;&gt;accounts for 16-17 year olds</a>, a <a href="https://monzo.com/current-account/under-16s&quot;&gt;free kids account</a> and <a href="https://monzo.com/flex&quot;&gt;credit cards</a> in the UK, with more exciting things to come beyond. Our UK customers can also <a href="https://monzo.com/savings&quot;&gt;save&lt;/a>, <a href="https://monzo.com/investments&quot;&gt;invest </a>and&nbsp;<a href="https://monzo.com/pensions&quot;&gt;combine their pensions</a> with us.&nbsp;</p> <p>With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!</p> <p>We’re not about selling products - we want to solve problems and change lives through Monzo ❤️</p> <hr> <p>&nbsp;</p></div><p><strong>📍London / UK Remote | 💰 £135,000 - £184,000 + Share Options | <a href="https://monzo.com/careers/&quot;&gt;Benefits&lt;/a&gt;&amp;nbsp;|&amp;nbsp;&lt;a href="https://monzo.com/blog/technology&quot;&gt;Technology&lt;/a&gt;&amp;nbsp;&lt;/strong&gt;&lt;/p> <p><strong>Senior Staff Engineer: L70 on our <a href="https://monzo.com/documents/engineering-progression-framework-v4-1.pdf&quot;&gt;Engineering Progression Framework </a></strong></p> <p><strong>About our Engineering Teams:</strong></p> <p>We have around 450 engineers out of roughly 5,000 people in total - and we have big ambitions. There are many interesting challenges ahead, and we're happy for people to move between teams or to specialise, whatever you prefer. As an engineer here you'd be able to work directly with anyone across the company, and we run regular knowledge-sharing sessions so you’ll learn heaps about everything from how banks work to effective communication.</p> <p>We contribute to<a href="https://github.com/monzo"> <strong>open source software</strong></a> as much as possible. Our <a href="https://monzo.com/blog/technology&quot;&gt;&lt;strong&gt;blog&lt;/strong&gt;&lt;/a&gt;&lt;strong> </strong>is a good place to learn even more about what we do.</p> <p><strong>About Customer Operations:</strong></p> <p>This role sits in our Customer Operations collective. Our Customer Operations team includes over 75 technical staff (Backend Engineers, ML Engineers, Mobile Engineers, Web Engineers, Analytics Engineers, and Data Scientists).&nbsp;</p> <p>Our vision is to deliver seamless support that builds trust, deepens loyalty, and powers Monzo’s sustainable, profitable growth. We enable this vision by providing tech-led and human support experiences for over 14 million customers.&nbsp;</p> <p>We have three focus areas:</p> <ul> <li><strong>Automation-first Customer Problem Detection and Resolution. </strong>We are committed to an automation-first approach in customer experience, which includes: <ul> <li><strong>Proactive issue prevention:</strong> Identifying and resolving high-friction issues before they impact customers, with a focus on scalable, systemic solutions.</li> <li><strong>Automated and AI-driven resolution:</strong> Delivering high-quality self-service and AI-powered experiences to resolve customer issues.&nbsp;</li> <li><strong>End-to-end customer resolution:</strong> Providing platforms and tools that allow AI to work alongside human specialists to resolve complex customer journeys.</li> </ul> </li> <li><strong>Automated Workforce Management. </strong>We are building an efficient, automated operational model that integrates machine learning for forecasting, scheduling, routing, and task-matching to optimize our global operations.</li> <li><strong>Solid Tech Foundations and Developer Experience. </strong>Customer Operations operates as a pl