Analyst , Customer Complaints

Job Summary

Position:
Analyst I, Customer Complaints

Reports to:

Manager Complaint Vigilance

Location:

North America, Canada, Ontario, Guelph (Hybrid)

As an Analyst I, you will assist in the assessment and investigation of product complaints, coordinate with various departments to ensure effective corrective actions, support regulatory submissions and reporting related to adverse events, track corrective action effectiveness, and respond to basic customer inquiries.

• Conduct initial assessment and identification of complaints in alignment with the product quality complaint program, reviewing complaints to verify customer verbatim, lot number, subject coding, and trend analysis.
• Review and process Monitored for Trend (MFT), change logs from call center and medical safety to assess impact on triage and investigation processes.
• Evaluate field samples and/or photo attachments and analyze complaint data related to product quality issues to ensure timely processing of investigations.
• Analyze complaint data for timely processing and investigation of complaints related to product quality issues.
• Review and process updated information for complaint change logs from call center and medical safety to assess impact on triage and investigation processes.
• Assign complaints to manufacturing site, review manufacturing site investigations, and close complaints as applicable.
• Collaborate with cross‑functional teams such as Global Consumer Care, Medical Safety, internal affiliates, and external site representatives to address and resolve complaints efficiently.
• Monitor complaint records in the complaint management system to ensure standard processes are followed and complaints are closed as required.
• Prepare reports as requested in support of internal and external audits.
• Compile product and lot‑specific complaint trending data and complaint closure metrics as requested.
• Assist with global and regional projects within the department, communicating effectively with all levels of management.

• Bachelor’s degree in pharmacy, science, engineering or related field.
• Minimum of 1+ years of related experience, including Quality Assurance and/or Quality Control, in pharmaceutical, medical devices or other highly regulated industries.
• Strong analytical mindset with the ability to interpret complex data and identify patterns.
• Excellent communication skills to document findings, coordinate with multiple departments, and respond to customer inquiries.
• Keen attention to detail and a proactive approach to problem‑solving.

• Proficiency in Microsoft Office Suite, especially advanced Excel (VLOOKUP, HLOOKUP, macros, pivot tables) and PowerPoint.
• Proficiency in data management tools and basic statistical software to support complaint evaluation.
• Strong analytical skills with experience in interpreting syndicated data and generating actionable reports.
• Ability to effectively use computer systems and applications to manage data and support complaint investigations.
• Demonstrated ability to adapt quickly and learn new regulatory frameworks and industry standards.
• Detail‑oriented with a focus on accuracy and completeness in documentation and reporting.

• Annual base salary range: $53,000 – $86,135.
• Competitive benefit package.
• Paid Company Holidays, Paid Vacation, Volunteer Time & More.
• Learning & Development Opportunities.
• Kenvuer Impact Networks.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.

Vacancy:
This job posting is for an existing, currently vacant position.