Contract:
Permanent
Salary: London -
Working hours: 35 hours per week, full-time
Reporting to: Machine Learning Lead
Location: London Docklands –
At the Financial Ombudsman Service, we’re on an exciting journey to redefine what modern, efficient, and accessible alternative dispute resolution looks like. Our mission? To set the gold standard for customer-focused service in a rapidly evolving financial landscape.
Over the past few years, we’ve embraced bold changes to enhance the customer experience and strengthen our financial sustainability. With a newly formed Executive team at the helm, we’re entering a transformative new chapter—driven by ambition, innovation, and a commitment to moving fast and delivering real impact.
Our Intelligent Automation team is at the heart of this transformation. We’re harnessing the power of AI and Generative AI to unlock smarter, faster, and more scalable solutions across the business.
We’re looking for someone with a proven track record in developing and deploying machine learning solutions—someone who’s ready to take our NLP and Gen AI capabilities to the next level. In this role, you’ll be:
Designing and building Gen AI application stacks
Scaling and maintaining ML pipelines and data transformation workflows
Driving ML Ops excellence across the board
You’ll collaborate closely with architects, senior developers, product owners, and analysts—shaping requirements, influencing solution design, and contributing to architectural decisions. You’ll play a key role in sprint planning, owning user stories, and estimating work that directly impacts our business teams.
This is more than just a technical role—it’s a chance to solve real-world problems using data, automation, and AI. You’ll work hand-in-hand with stakeholders across the organisation, sharing your expertise, building documentation, and helping shape the future of intelligent automation at the Service.
Key responsibilities
Assess and clarify requirements to provide estimate of the work.
Working within a distributed team, delivering high quality solution
Delivering LLM and Gen AI based automations that supports the business team in enhancing the customer journey
Maintaining our existing machine learning pipelines
Identifying opportunities for Continuous Improvement and optimizations of existing solutions
Input to overall sprint planning and product backlog creation/maintenance.
Minimum Criteria
Successfully led end-to-end delivery of machine learning projects into production environments
Solid programming experience in Python, as well as solid understanding of programming concepts, algorithms and cloud concepts
Previous experience in solution design and knowledge of architecture frameworks and patterns
Developing serverless pipelines in Azure, AWS or GCP (Azure preferred) and building data transformation pipelines using SQL and No SQL DB
Have a good understanding of different machine learning techniques and ability to explain the methods in detail (regression, clustering, decision trees, reinforcement learning, gradient boosting, CNN, RNN, LSTM, Attention Models, Encoder and Decoder, Transformers, Vector semantics)
Ability to communicate technical concepts and analytical outputs to a diverse set of stakeholders.
Being able to provide estimates against organisational requirements relating to cost and development tasks
Desirable
Previous experience in developing and deploying Gen AI applications to production.
Building and maintaining CI/CD pipeline in Jenkins, Azure Devops or Github actions and ML Ops pipeline in Azure ML, Azure AI Foundry, SageMaker or Vertex AI. IaC – Bicep, ARM, Terraform
Previous experience in using Gen AI frameworks such has LlamaIndex and LangChain
Our Tech stack
Python, C#
Azure Data Factory, Logic Apps
SQL, Cosmos DB
Azure Batch, Azure Functions
Azure Dev Ops – CI/CD, Bicep templates
Azure AI services – Azure AI Foundry, Azure ML, Azure Open AI, Azure Doc Intelligence, Azure Speech to Text
Copilot Studio, D365, M365 Copilot, MS SDKs
We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:
25 days holiday entitlement, with the option to buy extra or sell days
Generous pension
Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave
Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
Employee Assistance Programme
Extensive opportunities for personal and career development
Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London
Extensive Well-being resources including on-site therapists (London office only)
Beautiful and bright London office looking over the Thames and near to mainline stations
Our Manchester office is 7 minutes’ walk from the Oxford Road station
Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!
How do I apply?
Please upload your CV, which should highlight your relevant skills and experience.
We’re proud to be an inclusive employer
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.
We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.
We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.
Find out more
Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!
LinkedIn:
Good luck with your application!
