Role
Customer Insight Data Scientist
Location
Leeds, LS15 8GB. Hybrid schedule: 1-2 days per week in office.
Salary and Benefits
£60,000 - £75,000 per annum, dependent on experience, plus up to a 10% discretionary annual bonus and extensive benefits.
Contract and Working Hours
Permanent, Full‑time, Monday‑Friday 37.5 hours per week. Core hours 09:30‑16:00; flexible around these.
Company Overview
Nation’s largest online pharmacy with 25 years of experience helping over 1.8 million patients in England manage NHS prescriptions. Great Place to Work certified and a certified B Corp. We value colleague experience and operate a positive, open and honest working environment.
Key Responsibilities
- Develop and apply NLP models for intent classification, topic extraction, sentiment analysis, and contact driver identification.
- Work with transformer‑based models and text embeddings for classification and semantic similarity use cases.
- Build and maintain an end‑to‑end customer insights pipeline covering data extraction, cleaning, NLP processing, and dashboard output.
- Classify customer contacts by intent, topic and root cause, and monitor how contact drivers evolve over time.
- Track patient satisfaction signals across channels and identify emerging issues early.
- Analyse contact types suitable for self‑service or proactive communication, and quantify potential contact deflection value.
- Produce regular insight outputs for customer service and operational leadership.
- Define and maintain an intent taxonomy and query‑pattern knowledge base to support future chatbot development.
- Link customer contact data to CRM and patient records to connect contact patterns with satisfaction and retention outcomes, working with noisy, real‑world text data.
Qualifications
- Demonstrated experience with NLP techniques including text classification, sentiment analysis, topic modelling, and intent recognition.
- Experience with transformer‑based models, text embeddings, and modern NLP toolkits such as HuggingFace, sentence‑transformers, and BERT.
- Practical experience building and operating text data pipelines, including extraction, cleaning, normalisation, and processing at scale.
- Proficiency in Python for text analytics (spaCy, HuggingFace Transformers, NLTK, scikit‑learn, etc.) and ability to write SQL for relational data exploration.
- Experience handling messy, real‑world text data, including inconsistent formats, spelling errors, abbreviations, and imperfect labelling.
- Comfortable investigating data quality issues and working with ambiguous, incomplete, or noisy data.
- Experience designing annotation workflows, including labelling schemes, dataset management, and quality evaluation.
- Ability to communicate text analytics insights through dashboards and visualisations for non‑technical audiences.
- Background in NLP, text analytics, or data science roles with exposure to VoC, customer insight, CX metrics, LLM‑based text analysis, cloud ML platforms, or conversational AI use cases (beneficial).
Benefits
- Competitive contributory pension.
- Occupational sick pay.
- Long‑service awards and refer‑a‑friend bonuses.
- Professional registration fees covered (GPhC, NMC, CIPD and more).
- Cycle to Work and Green Car schemes (subject to eligibility).
- Enhanced maternity and paternity pay.
- Flexible hybrid working to balance work and home life.
- Private healthcare insurance at discounted rates.
- Employee Assistance Programme and in‑house mental health support.
- Discounted gym memberships via Blue Light Card.
- Regular health and wellbeing initiatives.
- Strong commitment to CPD, training and professional development.
- 25 days' annual leave, increasing with service.
- Buy and sell holiday scheme.
- Blue Light Card and employee discount platform.
- Exclusive discounts at The Springs, Leeds.
- 25% off health & beauty purchases.
- 25% off Pharmacy2U Private Online Doctor services.
- Regular social events throughout the year.
Next Steps
Please apply online. If we think you are a good match, we will contact you to arrange an interview.
Eligibility and Compliance
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check. Unsolicited agency applications will be treated as a gift.
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