Data Scientist Analyst - NLP and Voice of Customer Analytics
Site Name: USA - North Carolina - Research Triangle Park, USA - Pennsylvania - Philadelphia Posted Date: Oct 15 2021 The purpose of the Data Scientist Analyst - NLP and Voice of Customer Analytics role within the Medical Analytics and Advanced Analytics team is to apply data science skills to analyze customer feedback and perspectives from a variety of sources, translate the unstructured information into actionable findings in combination with other structured data, and identify customer and patient opportunities. This role will also develop and deliver summaries with recommendations that will drive data driven decision making with the Medical Matrix Teams (MMTs) as well as Medical strategic planning. Discover powerful and insightful customer and patient findings using advanced analytics techniques such as natural language processing, text analytics, machine learning, and analytic modelling aligned with and guided by the Medical Affairs business priorities and strategies for the Therapeutic area (TA); support the Director in recommending the advanced analytics applied solution for challenge/problem at hand to support decision making for the TA or US Medical Affairs more broadly Develop advanced analytics solutions based on an understanding of the listening priorities, business challenges, therapeutic area environmental landscape, and challenges/opportunities for the TA coupled with data science method knowledge Ensure advanced analytics method application excellence with attention to detail and quality measures in place; Share best practices in data science applications and use cases, demonstrate and further develop business acumen, and ensure customer focus for solutions aligned with key priorities for the TA and overall US Medical Affairs Identify and proactively seek out opportunities for improved advanced data science methods, approaches, and applications by researching industry trends, academic/external methods applied successfully, best practices, latest state-of-the-art AI/ML/NLP methods, and external benchmarks; stay on top of new and emerging trends and methods to maximize findings and insights from available data sources (both unstructured and structured) Key Responsibilities: Analyze unstructured data collected from multiple feedback sources including but not limited to Medical voice of customer feedback resulting from customer listening with Medical Engagement, feedback collected via surveys and research, forums, online communities, social media/publicly available information, and call center voice and email feedback as well as any other available sources of customer feedback data and information Translate unstructured data, in combination with other structured data sources, into actionable insights for the Medical Matrix Team (MMTs) to refine Medical strategies; Conduct text, sentiment, and root cause analyses to answer critical Medical business questions and produce data-driven stories that reveal key findings and insights about customer and patient experience, unmet needs, and understanding to determine appropriate Medical opportunities and actions. Responsible for delivering timely/close to real time strategic, relevant and actionable findings and for leading Voice of the Customer (VOC) analyses using a wide range of data science and data visualization tools and resources available to uncover and communicate opportunities; Collect, document, synthesize and organize complex information, making it relevant, understandable and actionable for internal stakeholders. Develop compelling summaries and reports that visualize the data through narrative dashboards/visuals to tell a succinct story in an easy to understand way focusing on the key insights/findings in alignment with stakeholders' goals and business needs; Ensure proper validation techniques to build confidence in the results; Identify early warning signals and opportunistic gaps from applying data science approaches; Craft and tell compelling stories around commonalities and themes found in the VOC data Act as a key text analytics and voice of customer expert for US Medical Affairs staying on top of the latest external methods and approaches to continue to produce deeper customer insights for business decision making; Establish a structure for regularly sharing voice of customer insights and engaging with Medical Affairs business stakeholders as well as Global and Commercial partners as appropriate. Seek to understand Therapeutic area strategies, critical needs, and determine appropriate advanced analytic solutions for more efficient customer focus; Demonstrate analytic curiosity and a desire to understand Medical Affairs challenges to contribute to Medical Matrix Team reviews and strategic discussions through insights discovered through advanced methods application. Build advanced analytics business application expertise and earn the trust of stakeholder partners through active engagement, demonstrated learning, and business acumen development. Continually seek out and build business knowledge and depth for appropriate business context with analytic recommendations; Seek out industry trends and research advanced methods and best practices to stay on top of emerging techniques to build expertise; Assess available data sources and evaluate external benchmarks for competitive value and appropriate comparisons for strategic considerations for competitive value. Proactively identify opportunities and drive development of state-of-the-art methods aligned with and guided by business unit priorities; Partner with colleagues in Medical, Global Medical Excellence, and Commercial to ensure appropriate analytics insights are integrated into deliverables for a holistic and comprehensive view to influence strategic decisions for the future; Demonstrate effective communication and drive efficiencies through collaboration and teamwork Communicate clearly and simply for stakeholder understanding; Translate technical concepts into easy to understand key points and recommendations; Use storytelling approaches, simple visuals, and clear written and verbal communication to effectively share key insights that inspire usage for data driven decision making. Why you? Basic Qualifications: We are looking for professionals with these required skills to achieve our goals: BA/BS 2+ years of professional experience in developing business solutions and applying advanced analytics, data science, and statistical skills such as predictive modelling, unstructured data analysis/text analytics/natural language processing, machine learning, segmentation, clustering analysis, response modelling and optimization analytics Experience with data science analytics tools/languages such as R, Python Preferred Qualifications: If you have the following characteristics, it would be a plus: MA/MS/PhD in quantitative sciences field Knowledge of state-of-the-art ML algorithms (BERT, ELMo, GPT, GPT-2, XLNET, etc.), API's, and open-source methods Knowledge and experience with ML frameworks/tools (e.g. scikit-learn, pandas, Numpy, mlr, caret, H2O, TensorFlow, Pytorch, Caffe/Caffe2, CNTK, MLlib, etc.) Knowledge and experience with Git/Github Knowledge and experience using NLP tools/methods (OpenNLP, Stanford NLP, LSA, LDA, Gensim, FastText, NLTK, spaCy, etc.) Knowledge of Azure Virtual Machines, SPARK, and DataBricks and hands-on experience with SQL Server, Cosmos, or SQL Data Warehouse. Knowledge of data visualization tools such as Tableau or PowerBI. Understanding and experience with integrating disparate types of data in various analytics environments, especially cloud-based Healthcare or life science experience preferred Experience applying advanced statistical and data science skills to solve business problems Proficient business acumen; Understanding of the healthcare industry and the evolving and rapidly changing healthcare environment; Knowledge of the pharmaceutical industry. Demonstrated knowledge of data manipulation methods and quality check approaches to develop a deep understanding of the data assets available for usage in Medical Affairs with advanced analytics methods and applications Adept at learning and applying new data, methods and technologies; motivated by challenging, complex problems Possess analytic curiosity to seek out and develop potential solutions and drive continuous improvement; Ability to evaluate and recommend statistical methods appropriate for a business problem Strong communication and presentation skills (oral and written) plus project management skills; Consulting experience preferred Effectively builds relationships and collaborative partnerships across teams to develop a solution Effective at presenting complex, technical information, concepts, and analysis in a compelling and persuasive manner to non-technical audiences The ability to focus and thrive in times of change Understanding of machine learning, supervised and unsupervised modelling techniques, and probabilistic models of complex systems with "big data" sources Why GSK? Our values and expectations are at the heart of everything we do and form an important part of our culture. These include Patient focus, Transparency, Respect, Integrity along with Courage, Accountability, Development, and Teamwork. As GSK focuses on our values and expectations and a culture of innovation, performance, and trust, the successful candidate will demonstrate the following capabilities: Operating at pace and agile decision-making - using evidence and applying judgement to balance pace, rigour and risk. Committed to delivering high quality results, overcoming challenges, focusing on what matters, execution. Continuously looking for opportunities to learn, build skills and share learning. Sustaining energy and well-being. Building strong relationships and collaboration, honest and open conversations. Budgeting and cost-consciousness. 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