Customer Insight Data Scientist
24 days ago
Leeds
Customer Insight Data Scientist Leeds, LS15 8GB. Hybrid schedule: 1-2 days per week in office. £60,000 - £75,000 per annum, dependent on experience, plus up to a 10% discretionary annual bonus and extensive benefits. Permanent, Full‑time, Monday‑Friday 37.5 hours per week. Core hours 09:30‑16:00; flexible around these. 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. • 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., • 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)., • 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. Please apply online. If we think you are a good match, we will contact you to arrange an interview. 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. #J-18808-Ljbffr