Corporate Complaints Data Analyst

The Role:

As a Corporate Complaints Data Analyst, you will support the Corporate Complaints Manager in designing, implementing, and maintaining a comprehensive Power BI dashboard to consolidate and visualize complaints data across all product franchises. Your work will enable strategic decision-making across the business by delivering data-driven insights, identifying trends, and supporting post-market quality processes.

This role combines deep analytical expertise with hands-on involvement in complaint handling, trend analysis, tracking and compliance-driven reporting. You will also perform key post-market quality engineering functions, ensuring our products continue to meet high standards of safety, performance, and regulatory compliance.

Key Responsibilities:

Data Analytics & Dashboard Development:

• Collaborate with the Corporate Complaints Manager to develop a centralized Power BI dashboard aggregating corporate complaints data across all business units (Advanced Wound Care, Ostomy Care, Continence Care, Infusion Care).

• Generate dashboards, trend analyses, and reports to provide actionable insights that drive strategic business decisions for various stakeholders in Post Market.

• Extract, clean, and analyze complaint data from multiple systems to ensure data quality, consistency, and compliance.

• Automate reporting processes and improve accessibility of complaints data for stakeholders, including Quality, R&D, Operations, and Regulatory.

• Utilising knowledge of artificial intelligence (AI) integration to drive and implement improvements in key processes for greater efficiency and data-driven decision making.

Complaint Management:

• Support execution and maintain procedures for complaint activities such as product investigations, ad hoc risk reviews, return process, intake process and product monitoring across all franchises.

• Execute quality engineering activities for all post-market product surveillance, including collection, analysis, and evaluation of product safety and performance data.

• Analyze complaint data to detect emerging trends and quality issues that may require further investigation or corrective action.

• Lead complaint analysis activities and coordinate return processes as needed.

• Present complaint trend analyses to stakeholders in a timely and accurate manner while supporting root cause investigations.

Design & Development Support:

• Maintain a current understanding of product risk profiles and reportable product harms/malfunctions.

• Provide risk-based input to project teams and participate in design control activities, including failure mode identification and historical complaint analysis.

Quality Management System:

• Ensure compliance with all Quality Management System requirements and KPIs.

• Support CAPAs, Health Hazard Evaluations (HHE), audits, inspections, and other investigations using standard quality tools (e.g., fishbone diagrams, Pareto analysis, process mapping, control charts and other Minitab statistical analysis tools).

Cross-Functional Support & Leadership:

• Serve as liaison between marketing, manufacturing, quality, and R&D to maintain post-market product safety and performance.

• Demonstrate a primary commitment to patient safety, product quality, and Convatec’s Quality Policy.

• Support continuous improvement initiatives and help develop and standardize quality engineering tools, procedures, and best practices.

Authority:

• Act as backup to the Corporate Complaints Manager and other Post Market Surveillance peers.

• Author quality records in the D2 Document Management System.

• Author complaints data analysis reports.

Skills & Experience:

• Expert experience developing apps, dashboards, manipulating datasets, and creating intuitive visual reports using Power BI. Knowledge of the other Power applications would be beneficial.

• Knowledge of artificial intelligence (AI) integration and utilisation is ideal.

• Advanced skills in Excel and working knowledge of Minitab or similar statistical tools.

• Demonstrated ability to analyse and interpret large volumes of quality data to detect trends.

• Knowledge of post-market surveillance, product risk assessment, and complaint handling procedures.

• Solid communication skills with the ability to clearly present technical data and collaborate cross-functionally.

• Familiarity with regulatory standards, including EU MDR (Regulation 2017/745), 21 CFR 820, ISO 13485, and ISO 14971.

• Excellent project and time management skills.

• Proven ability to work collaboratively within cross-functional teams while also demonstrating initiative and self-direction to work independently with minimal supervision when required.

Desirable:

• Certification in Quality Management Systems (e.g., ISO 13485, ISO 9001, ASQ, Lead Auditor).

• Six Sigma Green or Black Belt certification, or equivalent experience in statistical analysis.

• Experience in a medical device or life sciences company.

Qualifications/Education:

• Master’s degree in a technical or scientific field preferred.

• 5+ years of experience in quality engineering, data analytics, or post-market surveillance.

• Experience supporting product development, risk management, and lifecycle processes in a regulated environment.