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
Senior IC NLP Data Scientist
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, scalable text data pipelines, handling messy/ambiguous text data, annotation workflows, version control (Git), cloud ML platforms (Azure ML, Databricks), LLM application (summarisation, prompt engineering).
Preferred skills
Experience in Voice of the Customer or contact centre analytics domains.
Technologies
Python, spaCy, HuggingFace Transformers, NLTK, scikit-learn, SQL, Azure ML, Databricks, BERT, sentence-transformers.
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 the weekly customer insight pipeline; Classify contacts by intent, topic, and root cause; Track patient satisfaction signals and flag emerging issues; Identify contact types for self-service resolution and quantify deflection value; Produce regular insight reports for leadership; Build intent taxonomy and query-pattern knowledge base for chatbot design; Link contact data to CRM and patient records; Handle messy, real-world text data with spelling errors and varying formats.
Seniority
Senior, hands-on IC