Role: Customer Insight Data Scientist
Location: Leeds, LS15 8GB. We operate a hybrid schedule, meaning 1-2 days a week in the office.
Salary: £60,000 - £75,000 per annum, DOE + up to a 10% annual discretionary bonus, plus 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.
Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.
Build and lead Pharmacy2U's Voice of the Customer (VoC) capability. Using NLP and text analytics, you will turn large volumes of unstructured customer feedback into structured insight, spanning phone, email, chat, and social channels. Your work will convert customer conversations into actionable intelligence that drives meaningful operational change, while laying the foundations for an AI‑powered chatbot.
Why you'll love working with us
We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career and life outside work.
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
* Develop and apply NLP models for intent classification, topic extraction, sentiment analysis, and contact driver identification
* Work with transformer‑based models and text embeddings to support 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
Who are we looking for
* 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)
Applicants must prove they have the right to live in the UK.
All successful applicants will be required to undergo a DBS check.
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