At a Glance
- Tasks: Build NLP models and manage customer insight pipelines to enhance patient experience.
- Company: Join the UK's largest online pharmacy with a commitment to social responsibility.
- Benefits: Enjoy competitive salary, hybrid working, and extensive health benefits.
- Other info: Dynamic work culture with regular social events and career growth opportunities.
- Why this job: Make a real impact in digital healthcare while developing your skills in NLP.
- Qualifications: Strong NLP skills and experience with transformer models required.
The predicted salary is between 60000 - 75000 £ per year.
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.
Why you’ll love working with us:
- 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 experience building NLP solutions on real‑world, messy text data (e.g., spelling errors, abbreviations, inconsistent formats).
- Familiarity with customer insight domains such as Voice of the Customer, contact centre analytics, or similar areas.
- Understanding of annotation workflows, including designing labelling schemes and managing labelled datasets.
- Knowledge of machine learning and data practices, including version control (Git), cloud ML platforms (e.g., Azure ML, Databricks), and applied use of LLMs for tasks such as summarisation, classification and prompt engineering.
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
NLP Data Scientist - Customer Intelligence in Leeds employer: Pharmacy2U Ltd
Join a leading digital healthcare provider in Leeds, where your role as an NLP Data Scientist will contribute to enhancing patient experiences for over 1.8 million users. Enjoy a supportive work culture that prioritises colleague experience, offers extensive benefits including flexible hybrid working, and fosters professional growth through continuous development opportunities. With a commitment to social and environmental responsibility, you'll be part of a team that values innovation and community engagement.
