Senior Complaint Insights Analyst

Johnson & Johnson seeks a Senior Complaint Insights Analyst in Schaffhausen to analyze product quality data, identify trends, and support global complaint process governance.

This position provides critical analytical support to the Product Quality Vigilance function. The Analyst delivers structured insights to the global Complaint Process Owner, helping to translate raw complaint data into actionable intelligence that drives risk assessment and process improvement.

Responsibilities

• Gather, examine, and interpret complaint narratives and product performance metrics to spot emerging risks and recurring patterns.
• Create concise one-page summaries and regional insight presentations that categorize data by reporting family, root cause, and launch status.
• Assist the global Complaint Process Owner with operational tasks, including organizing governance meetings and tracking action items.
• Extract and summarize data related to non-conformances, CAPAs, escalations, and corrective actions to support risk evaluations and performance reviews.
• Collaborate with Product of Demand (POD) Quality Engineers, manufacturing facilities, and subject matter experts to convert complaint information into practical insights.
• Drive the standardization of insight-generation workflows by developing templates and identifying automation opportunities.
• Maintain governance documentation, including meeting minutes, action trackers, and decision logs.
• Facilitate audits, inspections, and regulatory inquiries by supplying organized data extracts and governance records.

Requirements

• Hold a Bachelor’s degree or possess equivalent professional experience.
• Have at least 10 years of experience in quality assurance, product quality vigilance, complaint management, analytics, or highly regulated sectors.
• Demonstrate proven ability to compile, analyze, and interpret large datasets, quality metrics, complaint trends, and product performance information.
• Show strong proficiency in AI tools, Microsoft Excel, and PowerPoint.
• Exhibit excellent written and verbal communication skills.
• Prove capability to coordinate effectively across global, regional, site, and functional stakeholders within a matrixed organization.
• Display strong attention to detail, organizational skills, follow-through, documentation discipline, and the ability to manage multiple priorities and deadlines.

Nice to have

• A degree in science, engineering, quality, data analytics, information systems, statistics, life sciences, or a related field.
• Experience in complaint handling, signal detection, product quality surveillance, NC/CAPA, change control, or regulated quality system expectations.
• Familiarity with analytics, visualization, reporting, or database tools such as Tableau, SQL, Crystal Reports, AIMI, Copilot, or equivalent tools.
• Experience supporting audits, inspections, regulatory requests, quality governance forums, or inspection-ready documentation.
• Experience supporting New Product Introduction, launch readiness, product performance monitoring, or cross-functional product quality reviews.
• Demonstrated curiosity, continuous improvement mindset, and willingness to learn emerging tools and techniques.

About the company

Johnson & Johnson operates with the belief that health is everything, aiming to build a world where complex diseases are prevented, treated, and cured. The company fosters an inclusive work environment where each person is considered as an individual, respecting the diversity and dignity of employees and recognizing their merit.

• Commitment to preventing, treating, and curing complex diseases.
• Inclusive work environment valuing each individual.
• Respect for diversity and dignity of employees.
• Recognition of employee merit.