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.