NLP Data Scientist - Customer Intelligence
Core
Build and run Voice of the Customer (VoC) capability using NLP to extract structured insight from unstructured customer feedback across phone, email, chat, and social channels to drive operational change and lay foundations for an AI-powered chatbot.
Role type
NLP Data Scientist (Customer Intelligence)
Builds
Production NLP systems, weekly customer insight pipelines, intent taxonomies, and query-pattern knowledge bases for a digital healthcare provider.
Domain
Healthcare / Customer Intelligence / Natural Language Processing
Deliverable
production ML models
Required skills
NLP (text classification, sentiment analysis, topic modelling, intent recognition), transformer-based models (BERT, sentence-transformers, HuggingFace), Python (spaCy, NLTK, scikit-learn), SQL, data pipeline construction, data quality investigation, annotation workflow design, cloud ML platforms (Azure ML, Databricks), LLM application (summarisation, prompt engineering), Git.
Preferred skills
Experience with messy, real-world text data (spelling errors, abbreviations), customer insight domains (VoC, contact centre analytics), linking contact data to CRM/patient records.
Technologies
Python, spaCy, HuggingFace Transformers, NLTK, scikit-learn, SQL, Azure ML, Databricks, Git, LLMs.
Responsibilities
Build NLP models for intent classification, topic extraction, sentiment analysis, and contact driver identification; Fine-tune transformer-based models and embeddings; Build and maintain weekly customer insight pipelines; Classify contacts by intent, topic, and root cause; Track patient satisfaction signals and flag emerging issues; Identify opportunities for self-service or proactive communication; Produce regular insight reports for leadership; Build intent taxonomy and query-pattern knowledge base; Link customer contact data to CRM and patient records; Handle messy, real-world text data; Operate within DPIA framework for patient contact data.
Seniority
Mid-Senior, hands-on IC
