NLP Data Scientist - Customer Intelligence

About the role

Role: NLP Data Scientist - Customer Intelligence Location: Leeds, LS15 8GB - We operate a 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. We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you! Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all. To build and run Pharmacy2U's Voice of the Customer (VoC) capability. Using NLP and text analytics, you will extract structured insight from unstructured customer feedback, turning hundreds of thousands of raw contacts across phone, email, chat and social channels into intelligence that drives real operational change. Your work will also lay the foundations for an AI-powered chatbot. This is a hands-on technical role. You will write code, train models, build pipelines and ship production NLP systems, not manage a team or commission analysis from others. Why you'll love working with us We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career and life outside work. Financial security & rewards - 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) Family-friendly - Enhanced maternity and paternity pay - Flexible hybrid working to help balance work and home life Health & wellbeing - 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 Career growth - Strong commitment to CPD, training and professional development Time off & flexibility - 25 days' annual leave, increasing with service - Buy and sell holiday scheme Everyday perks & exclusive discounts - 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 Culture & community - Regular social events throughout the year What you'll be doing? - 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; coordinate with the DPO loop on training data scope and retention Who are we looking for? - Strong natural language processing (NLP) capabilities including text classification, sentiment analysis, topic modelling and intent recognition - Experience working with transformer-based models and text embeddings (e.g., BERT, sentence-transformers, HuggingFace) - Proven ability to build and manage scalable text data pipelines, including extraction, cleaning, normalisation and processing - Proficient in Python for NLP tasks, using libraries such as spaCy, HuggingFace Transformers, NLTK and scikit-learn - Ability to write and use SQL to explore and extract data from large relational databases - Experience working with ambiguous, incomplete or inconsistent data, with a focus on data quality investigation - Demonstrated experienc

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