Senior Complaint Insights Analyst

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Quality

Customer/Commercial Quality

Professional

Beerse, Antwerp, Belgium, Schaffhausen, Switzerland

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#

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.

• 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.

• Prepare and maintain complaint process governance materials, meeting minutes, action trackers, decision logs,…