Senior Complaint Insights Analyst

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at .

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Quality

Job Sub Function:

Customer/Commercial Quality

Job Category:

Professional

All Job Posting Locations:

Beerse Antwerp Belgium Schaffhausen Switzerland

Job Description:

Johnson & Johnson is currently recruiting for a Senior Complaint Insights Analyst! This position can be located in Horsham PA Titusville NJ Gurabo PR Beerse Belgium or Schaffhausen Switzerland.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings we recommend focusing on the specific country(s) that align with your preferred location(s):
North America- Requisition #R-091086
EMEA Requisition#

Position Summary:
The Sr. Complaint Insights Analyst supports Product Quality Vigilance by performing complaint data and process insights. The Analyst also provides structured support to the Complaint Process Global Process Owner by coordinating governance routines preparing materials maintaining trackers supporting deployment activities and documenting process insights and follow-up actions.

Principal Responsibilities

Complaint Insights: Compile analyze and interpret complaint data (includes trend data and emerging signals) narratives product performance information and stakeholder inputs to support proactive identification of emerging issues recurring patterns potential signals and opportunities for product quality improvement. Support POD teams in evaluating and approving complex complaint investigations.

Product Insights and Business Support: Develop one page reports for product that segregate information into key attributes such as; reporting family product form platform region defect category root cause confirmed disposition field sample customer preference and launch readiness insights regional insight decks CVRB QSMR monthly trending meetings and other stakeholder forums.

Complaint Process GPO Support: Provide operational support to the Complaint Global Process Owner by coordinating governance meetings preparing agendas and materials capturing minutes maintaining action and decision logs tracking escalations supporting process deployment and organizing evidence needed for inspection readiness.

Quality System and Escalation Support: Pull analyze and summarize complaint-related NC/CAPA escalation signal investigation and corrective action data to support product performance reviews effectiveness monitoring risk assessments and stakeholder follow-up.

Stakeholder Engagement: Partner with POD Quality Engineers trending analysts Asset Management (aka PQM) manufacturing sites MSAT regional commercial quality NPI teams data/system owners and other SMEs to translate complaint information into actionable insights and aligned follow-up actions.

Continuous Improvement and Digital Enablement: Support standardization and improvement of insight-generation and process support activities including template development automation opportunities AIMI-enabled analysis where applicable Copilot and Genie support and other opportunities to increase speed consistency and quality of insight delivery.

Key Accountabilities and Scope

• Prepare and maintain complaint process governance materials meeting minutes action trackers decision logs escalation trackers deployment trackers and process status updates.
• Generate routine and ad hoc complaint insight outputs including product one-pagers regional insight slides CVRB/QSMR inputs monthly monitoring packages and launch readiness support materials.
• Support recurring and proactive monitoring of complaint themes defect categories root causes field sample results confirmed dispositions complaint rates customer preference themes and potential interdependencies with manufacturing or device initiatives.
• Support data extraction analysis visualization and narrative development for NC/CAPA signal investigations escalations corrective action monitoring risk assessments and product performance reviews.
• Support process documentation templates RACI materials training coordination communication materials and adoption tracking for Complaint Process GPO activities.
• Support audits inspections and regulatory or business requests by providing organized data extracts analysis packages governance records and documented rationale for insight outputs.

Qualifications:

Education:

• A minimum of a Bachelors degree or equivalent experience is required; degree in science engineering quality data analytics information systems statistics life sciences or a related discipline is preferred.

Required Skills:

• A minimum of 10 years of related experience in Quality Product Quality Vigilance complaint handling analytics quality systems pharmaceutical medical device consumer or another highly regulated environment is required.
• Experience compiling analyzing and interpreting large datasets quality metrics complaint trends narratives process metrics or product performance information is required.
• Strong proficiency with AI tools Microsoft Excel and PowerPoint is required.
• Strong written and verbal communication skills are required including the ability to translate complex data into concise insights recommendations and stakeholder-ready materials.
• Demonstrated ability to coordinate across global regional site and functional stakeholders in a matrixed environment is required.
• Strong attention to detail organization follow-through documentation discipline and ability to manage multiple priorities and deadlines are required.

Preferred Skills:

• Experience with complaint handling signal detection product quality surveillance NC/CAPA change control investigations or regulated quality system expectations is preferred.
• Experience with analytics visualization reporting or database tools such as Tableau SQL Crystal Reports AIMI Copilot or equivalent tools is preferred.
• Experience supporting audits inspections regulatory requests quality governance forums or inspection-ready documentation is preferred.
• Experience supporting New Product Introduction launch readiness product performance monitoring or cross-functional product quality reviews is preferred.
• Demonstrated curiosity continuous improvement mindset and willingness to learn emerging tools and techniques that improve complaint insights process support and data-driven decision-making are preferred.

Expected Deliverables

• Timely accurate and stakeholder-ready complaint insight summaries product one-pagers regional insight slides CVRB/QSMR inputs monthly monitoring packages and launch readiness materials.
• Clear data extracts analyses visualizations and narrative summaries that support product performance monitoring customer preference insights recurring issue monitoring proactive risk identification and decision-making.
• GPO governance materials meeting records action and decision logs escalation trackers deployment trackers process status updates and inspection-ready documentation.
• Recommendations for insight-generation process improvements standardized templates automation opportunities data quality improvements and earlier warning triggers to enable faster proactive response.

Key Internal and External Interactions

The Sr. Complaint Insights Analyst will interact with the Complaint Process Global Process Owner PQV Insights and Trending leadership POD Quality Engineers trending analysts Asset Management (aka PQM) manufacturing sites MSAT regional commercial quality NPI teams data/system owners and other subject matter experts. The role will support cross-functional collaboration to ensure complaint insights process information and governance outputs are accurate actionable and aligned with Product Quality Vigilance priorities.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation external applicants please contact us via . internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1