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
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 and coordinate with the DPO for training data scope and retention
Who are we looking for?
- 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, HuggingFace)
- Proven ability to build and manage scalable text data pipelines: extraction, cleaning, normalisation and processing
- Proficient in Python for NLP tasks, using spaCy, HuggingFace 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
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
Applicants must prove they have the right to live in the UK.
All successful applicants will be required to undergo a DBS check.
Contact Details:
Pharmacy2U | Certified B Corp Recruitment Team
