NLP Data Scientist - Customer Intelligence

Role: NLP Data Scientist — Customer Intelligence

Location: Leeds, LS15 8GB
– hybrid schedule, 1‑2 days a week in the office

Salary: £60,000 – £75,000 per annum DOE plus up to a 10% annual bonus and extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: Monday – Friday 37.5 hours per week; core hours 09:30 – 16:00

• Build NLP models for intent classification, topic extraction, sentiment analysis and contact driver identification
• Fine‑tune transformer‑based models and embeddings for text classification and semantic similarity
• Build and maintain the weekly customer insight pipeline: extraction, cleaning, NLP processing and dashboard output
• Classify contacts by intent, topic and root cause, and track how contact drivers change over time
• Track patient satisfaction signals across channels and flag emerging issues before they escalate
• Identify which contact types could be resolved through self‑service or proactive communication, and quantify deflection value
• Produce regular insight reports for customer service leadership
• Build the intent taxonomy and query‑pattern knowledge base for future chatbot design
• Link customer contact data to CRM and patient records to connect contact patterns with retention and satisfaction
• Handle messy, real‑world text data: spelling errors, abbreviations, varying formats across channels
• Operate within Pharmacy2U's per‑use DPIA framework for patient contact data and coordinate with the DPO for training data scope and retention

• Strong NLP capabilities including text classification, sentiment analysis, topic modelling and intent recognition
• Experience with transformer‑based models and text embeddings (e.g., BERT, sentence‑transformers, Hugging Face)
• Proven ability to build and manage scalable text data pipelines: extraction, cleaning, normalisation and processing
• Proficient in Python for NLP tasks, using spaCy, Hugging Face Transformers, NLTK and scikit‑learn
• Ability to write and use SQL to explore and extract data from large relational databases
• Experience with ambiguous, incomplete or inconsistent data, focusing on data quality investigation
• Demonstrated experience building NLP solutions on messy real‑world text data (e.g., spelling errors, abbreviations)
• Familiarity with Voice of the Customer, contact centre analytics or similar domains
• Understanding of annotation workflows, including designing labelling schemes and managing labelled datasets
• Knowledge of machine learning practices: version control (Git), cloud ML platforms (e.g., Azure ML, Databricks) and applied use of LLMs for summarisation, classification and prompt engineering

• 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 help balance work and home life

• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in‑house mental health support
• Access to discounted gym memberships via Blue Light Card and benefits schemes
• 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

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.