Help fix customer-centricity at scale

Every company wants to become more customer-centric. At TheyDo, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact.

Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture.

Our mission is clear: Make journey management the most powerful business tool in the world.

If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together.

What you'll do

Qualitative customer insights - think support tickets, research, interviews, and more - are inherently unstructured and challenging to analyze. Here lies a great opportunity for ML to uncover complex patterns and provide insights into data.

Your main assignment is to drive a lot of experiments fast. You will be building a list of opportunities together with our product managers and actively with our engineering teams to ship these. Your work will include:

• Being the go-get person for delivering text and NLP capabilities, including but not limited to text classification, sentiment analysis, tagging, and semantics understanding

• Translate specific business problems into ML/AI challenges

• Build proofs-of-concept to experiment fast with new ideas and demonstrate their potential value to relevant stakeholders

• Continuously evolve your craft by keeping up to date with the latest developments in ML/AI and related technologies, introducing them to the machine learning community, and promoting their application

• Work together with the product & tech team to identify, prioritize opportunities, develop and productionalize them
  

What we’re looking for

• Extensive experience working with NLP, primarily focusing on LLMs

• Experience in designing, building, and evaluating RAG systems

• Passion for innovation and the ability to execute experiments at a fast pace to explore and implement new ideas

• Proficiency in Python and SQL, and experience working with AWS services

• Experience in implementing observability for ML systems and proficient in managing LLMOps processes to ensure model performance and reliability

• A product-focused engineer who prioritizes understanding how users interact with the product and the reasons behind user behaviors to guide product development

• Organized and self-directed professional who excels in asynchronous workflows, thoroughly documents their processes, and maintains clarity in their work for team collaboration

What we offer our permanent employees:

💰 Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When TheyDo succeeds, we all succeed!

🌍 Fully remote working with flexible hours - we're staunch advocates for autonomy and flexibility.

🩺 Health Insurance benefit - at TheyDo our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location.

🌴 Flexible holiday days – We love what we do and equally love taking a break. You'll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December.

🧠 Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career.

🧘‍♂️Wellbeing budget - nurture your mind and body. We’ll support you in looking after you, whether it's meditation, mindfulness, or a yoga/gym membership.

👪 Paid parental leave - we'll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks for the secondary carer - fully paid). We provide paid childcare leave when you need to take time out to help your little one recover.

👨‍💻Home office or co-working support - choose your ideal workspace with our home office or co-working budget. Whether you prefer the comfort of your home office or the collaborative atmosphere of a co-working space, we've got you covered.

🗺️ Company events - we regularly connect in-person to strategise, reflect or simply have fun. Our most recent company retreats were held in Spain, Portugal and France.

⚒️ Latest tech & tools - MacBook Air or Pro, we want you to have the equipment that you’re most comfortable with. We use tools such as Gather, Slack, Notion, Loom, G:Suite and naturally TheyDo to work collaboratively and asynchronously.

🚀 Continuous growth of our benefits package as we continue to grow in size

To any recruitment agencies, we appreciate you would like to support us but we do not accept any unsolicited CVs or introductions.

About TheyDo

Our core values are the driving force behind every decision we make.

We ‘Journey together’ along a path of collaboration and synchronization. In everything we do, we ‘Own it’, never shying away from taking action or making decisions. Our ‘Cloaks off’ mentality ensures that transparency and integrity reign supreme. Moreover, ‘Customer Fueled’ innovation is at the heart of our work, as we know that the success of our product is directly linked to how we involve our customers in the process.

TheyDo is an equal opportunities employer. Our customers are diverse, and we believe our organisation should be, too. We nurture an inclusive culture where everyone feels equally important, no matter their background or status. We will never discriminate on the grounds of gender, civil status, family status, sexual orientation, religion, age, disability, education, or race.

Our commitment to building a diverse and inclusive TheyDo includes making reasonable adjustments to the interview process. If you need any adjustments, please reach out to your Talent Partner.

If you are a woman or part of an underrepresented group, we encourage you to apply. Even if you don’t check every box — your skills and perspective could be just what we need to succeed. We value diversity and know you bring something unique to the table!

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