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About the role
- Customer Insight Data Scientist developing NLP and text analytics solutions for a leading online pharmacy. Transforming unstructured customer feedback into actionable insights across multiple channels.
Responsibilities
- Build and lead Pharmacy2U’s Voice of the Customer (VoC) capability
- Using NLP and text analytics, turn large volumes of unstructured customer feedback into structured insight
- Support classification and semantic similarity use cases
- Produce regular insight outputs for customer service and operational leadership
- Link customer contact data to CRM and patient records
Requirements
- Demonstrated experience with NLP techniques including text classification, sentiment analysis, topic modelling, and intent recognition
- Experience working with transformer‑based models, text embeddings, and modern NLP toolkits (e.g. HuggingFace, sentence‑transformers, BERT)
- Practical experience building and operating text data pipelines, including extraction, cleaning, normalisation, and processing at scale
- Proficiency in Python for text analytics (e.g. spaCy, HuggingFace Transformers, NLTK, scikit‑learn or similar) and ability to write SQL for relational data exploration
- Experience working with 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 help balance work and home life
- 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
- 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
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