About the Role
The role involves building and advancing a Customer Experience Intelligence platform using cutting-edge AI to analyze customer feedback, enabling major brands to make data-driven decisions. You'll help develop the next generation of machine learning systems within a collaborative, research-driven team.
Responsibilities
- Develop, assess, and refine machine learning models and agentic architectures tailored to customer feedback analysis, managing custom fine-tuning workflows.
- Lead full-cycle experimentation, meticulously log outcomes, and provide actionable guidance on model deployment, refinement, or deprecation.
- Develop and sustain features powered by large language models, including retrieval mechanisms, re-ranking logic, insight extraction agents, data mining tools, and automatic taxonomy creation.
- Create and implement comprehensive evaluation systems, including test set construction, metric definition, handling of non-deterministic outputs, class imbalance mitigation, and automated model checkpoint comparisons.
- Enhance semantic search and retrieval capabilities, progressing beyond basic embedding methods to more sophisticated techniques.
- Write scalable, production-ready code and partner with engineering teams on deployment, model serving, data infrastructure, and monitoring solutions.
- Collaborate with Product and Commercial teams to convert business requirements into effective machine learning implementations and support client-facing accuracy assessments.
- Guide junior team members, conduct code and research reviews, and integrate relevant advancements from academic literature into product development.
Benefits
- Monthly Health & Wellness allowance that increases with tenure
- Annual Learning and Development fund that grows over time
- Flexible working in a choice-first environment — trust in how you work
- Work From Home allowance
- 25 days of holiday plus local bank holidays, with an additional day per year of service
- Paid day off on your birthday
- Enhanced Family Leave (UK only), Fertility Leave, and Neonatal Leave
- Optional Healthcare Plan
- Life and income protection (availability varies by location)
- Employee Assistance Programme (UK only)
- Equity participation through stock options
- Dog-friendly office in London with events, classes, and rooftop terrace
Work Arrangement
Remote (Worldwide) — UK, Poland
Team
Cross-functional collaboration with Data Science, Engineering, and Product teams in a fast-moving AI environment.
Our Perks
- Monthly Health & Wellness budget, increasing with length of service
- Annual Learning and Development budget, increasing with length of service
- Flexible working in a choice-first environment - we trust the way you want to work!
- Work From Home Allowance
- 25 Holiday Days + your local bank holidays, plus an extra day for every year of service
- Your birthday off
- Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave
- Optional Healthcare Plan
- Life & income protection (Location dependent)
- Employee Assistance Programme (UK Only)
- The opportunity to share in the company’s success through options
- If you’re in London, a dog-friendly office with great classes, events, and a rooftop terrace
The Role
- Our mission is to help large successful brands like Uber, Amazon, Wise, HelloFresh (and more!) put their customers at the centre of everything they do.
- Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence platform continuously analyses explicit and implicit feedback to enable our clients to identify what they should do next.
- We're hiring a Senior Machine Learning Engineer to join the team and help build and ship the next generation of that stack.
Our Hiring Process
- Let’s introduce ourselves – you’ll complete an introductory asynchronous interview - we’d love to learn more about you, your ambitions, and what you’re looking for in your next step.
- Get to know your would-be manager – you’ll have a call with Aji, our Chief Scientist, to learn more about the role and show off your experience.
- Show us how you work – you'll complete a short take home assignment
- Get to know your would-be team – You'll meet a mix of people who you'll be working closely with from the Data Science, Engineering and Product teams.
- How our values and your career goals align – you’ll have a call with our cofounder to learn more about life at Chattermill and ensure we’re the right place for your next stage of growth.
Our Values
- We are obsessed with experience – We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.
- We believe in the power of trust – Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.
- We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.
- We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.
- We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.
- We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!
Diversity & Inclusion
- We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team.
- We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec.
- We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!
Other
- Equity scheme available
- Flexible working hours
- Remote or hybrid work allowed
- Dog-friendly office in London
