Job Function:
Quality

Job Sub Function:
Customer/Commercial Quality

Job Category:
Professional

All Job Posting Locations:
Gurabo, Puerto Rico, United States of America, Horsham, Pennsylvania, United States of America, Titusville, New Jersey, United States of America

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#R-091749

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 Bachelor's 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.

Required Skills:

Preferred Skills:

The anticipated base pay range for this position is :
$94,000.00 - $151,800.00

Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation -120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year

Holiday pay, including Floating Holidays -13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave - 80 hours in a 52-week rolling period10 days

Volunteer Leave - 32 hours per calendar year

Military Spouse Time-Off - 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits