Role Overview

The Data Science Manager – Client Experience is responsible for driving post-production success of Tookitaki’s AI and analytics solutions across clients.

This role leads a team of data scientists focused on model optimization, alert tuning, threshold calibration, configuration enhancements, performance reviews, and ongoing client engagement. The individual will act as a trusted advisor to clients, translating business requirements into analytical improvements that enhance detection effectiveness while reducing operational burden.

The role combines people leadership, client engagement, data science expertise, and cross-functional collaboration with Product, Engineering, Delivery, and Client Success teams.

Key Responsibilities

Client Success & Value Realization

• Own the analytical success of clients after production go-live.

• Conduct periodic model performance reviews and health checks.

• Drive fine-tuning initiatives to improve alert quality, precision, and operational efficiency.

• Partner with clients to understand evolving business, regulatory, and operational requirements.

• Recommend and implement configuration changes based on observed system performance and client feedback.

• Lead regular client workshops, review meetings, and performance discussions.

Model Optimization & Analytics

• Analyze alert volumes, detection performance, false positive rates, and investigation outcomes.

• Identify opportunities for threshold optimization, segmentation improvements, and model enhancements.

• Design and execute experiments to improve effectiveness of detection models.

• Provide analytical recommendations supported by data-driven insights.

• Monitor ongoing performance of deployed models and identify degradation risks.

Client Feedback & Product Improvement

• Run client surveys and structured feedback programs.

• Capture enhancement requests and convert them into actionable recommendations.

• Collaborate with Product teams to prioritize improvements that can benefit multiple customers.

• Act as the voice of the customer for post-production analytical needs.

Team Leadership

• Lead and mentor Client Experience Data Scientists.

• Manage team capacity, priorities, and delivery commitments.

• Establish best practices for analysis, reporting, experimentation, and client engagement.

• Coach team members on stakeholder management and business communication.

• Drive performance management and career development of direct reports.

Cross-functional Collaboration

• Work closely with Product, Engineering, Delivery, Support, and Client Success teams.

• Support escalations involving model behavior, alert quality, and analytical investigations.

• Contribute to client renewal, expansion, and success initiatives through measurable business outcomes.

• Ensure smooth execution of analytical changes with appropriate governance and documentation.

Success Metrics

The successful candidate will be measured on:

• Improvement in client satisfaction and NPS scores.

• Reduction in false positives through tuning initiatives.

• Adoption and success of optimization recommendations.

• Timely completion of client review and tuning cycles.

• Retention and expansion support through demonstrated value realization.

• Team productivity and quality of analytical deliverables.

• Stakeholder satisfaction across clients and internal teams.

Required Qualifications

• 7–10+ years of experience in Data Science, Analytics, AML, Fraud, Risk, or related domains.

• 2–4+ years of people management experience.

• Strong experience working directly with enterprise clients.

• Hands-on expertise in data analysis, statistical methods, machine learning, and model evaluation.

• Experience with SQL and Python.

• Strong problem-solving and analytical skills.

• Excellent communication and stakeholder management capabilities.

• Ability to explain complex analytical concepts to both technical and business audiences.

Preferred Qualifications

• Experience in AML, Transaction Monitoring, Screening, Fraud Detection, or Financial Crime Compliance.

• Experience working with banks, fintechs, payment companies, or digital wallets.

• Familiarity with model tuning, threshold optimization, and risk segmentation techniques.

• Experience managing geographically distributed teams.

• Exposure to SaaS or enterprise software environments.

Leadership Competencies

• Customer Obsession

• Data-Driven Decision Making

• Ownership & Accountability

• Strategic Thinking

• Team Development & Coaching

• Cross-functional Collaboration

• Execution Excellence

At Tookitaki, you’ll contribute to building the trust layer for financial services, enabling banks and fintechs worldwide to stay ahead of financial crime. If you are passionate about solving complex problems, building AI-driven solutions, and shaping market-leading products, we would love to hear from you!

Introducing Tookitaki

Tookitaki: The Trust Layer for Financial Services

Tookitaki is transforming financial services by building a robust trust layer that focuses on two crucial pillars: preventing fraud to build consumer trust and combating money laundering to secure institutional trust. Our trust layer leverages collaborative intelligence and a federated AI approach, delivering powerful, AI-driven solutions for real-time fraud detection and AML (Anti-Money Laundering) compliance.

How We Build Trust: Our Unique Value Propositions

1. AFC Ecosystem – Community-Driven Financial Crime Protection
   The Anti-Financial Crime (AFC) Ecosystem is a community-driven platform that continuously updates financial crime patterns with real-time intelligence from industry experts. This enables our clients to stay ahead of the latest money laundering and fraud tactics. Leading digital banks and payment platforms rely on Tookitaki to protect them against evolving financial crime threats. By joining this ecosystem, institutions benefit from the collective intelligence of top industry players, ensuring robust protection.

2. FinCense – End-to-End Compliance Platform
   Our FinCense platform is a comprehensive compliance solution that covers all aspects of AML and fraud prevention—from name screening and customer due diligence (CDD) to transaction monitoring and fraud detection. This ensures financial institutions not only meet regulatory requirements but also mitigate risks of non-compliance, providing the peace of mind they need as they scale.

Industry Recognition and Global Impact

Tookitaki’s innovative approach has been recognized by some of the leading financial entities in Asia. We have also earned accolades from key industry bodies such as FATF and received prestigious awards like the World Economic Forum Technology Pioneer, Forbes Asia 100 to Watch, and Chartis RiskTech100.

Serving some of the world’s most prominent banks and fintech companies, Tookitaki is continuously redefining the standards of financial crime detection and prevention, creating a safer and more trustworthy financial ecosystem for everyone.