Senior Complaint Insights Analyst

Johnson & Johnson • Titusville, PA

4d • Hybrid

About The Position

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. 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.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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 period
• 10 days Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior