Data Analyst - Customer Complaints

Data Analyst - Customer Complaints

Wat we doen

Bij Kenvue realiseren we de buitengewone kracht van dagelijkse verzorging. Gebouwd op meer dan een eeuw erfgoed en geworteld in de wetenschap, zijn we het huis van iconische merken - waaronder NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON'S® en BAND-AID® die je al kent en waar je van houdt. Wetenschap is onze passie; Zorg is ons talent.

Wie we zijn

Ons wereldwijde team bestaat uit ~ 22.000 briljante mensen met een werkcultuur waar elke stem telt en elke bijdrage wordt gewaardeerd. We zijn gepassioneerd door inzichten, innovatie en toegewijd aan het leveren van de beste producten aan onze klanten. Met expertise en empathie betekent een Kenvuer zijn dat je elke dag de kracht hebt om miljoenen mensen te beïnvloeden. We stellen mensen op de eerste plaats, geven er veel om, verdienen vertrouwen met de wetenschap en lossen op met moed - en hebben schitterende kansen voor je klaarliggen! Geef samen met ons vorm aan onze toekomst - en die van jou. Klik voor meer informatie op here.

Rol rapporteert aan:

Director Global Complaint Vigilance

Locatie:

Latin America, Brazil, Sao Paulo, Sao Paulo

Werklocatie:

Hybride

Wat je gaat doen

The Data Analyst plays a critical role in supporting the Global Complaint Vigilance (GCV) team by driving complex analytics initiatives and developing scalable solutions for global business partners. This role is embedded within a team that leads strategic efforts in Data Governance, Database Infrastructure, and Advanced Data Analytics for the Global Complaint platform.

Key Responsibilities:

Data Discovery & Ingestion: Support data analytics efforts by discovering relevant data within the Complaint Data Lake (CDL) and facilitating ingestion from source systems.
Stakeholder Collaboration: Partner with system owners to understand upstream processes and data inputs, ensuring alignment and data integrity.
Data Foundation Strategy: Lead initiatives to establish and maintain a robust data foundation in CDL, ensuring availability and curation of key quality data to support analytics and reporting needs.
Advanced Analytics Development: Design and implement innovative data science methodologies to support global metrics, trend analysis, and risk management planning.
Complaint Trend Analysis: Perform periodic analysis of complaint data to identify trends, risks, and opportunities for process improvement.
Cross-Functional Engagement: Collaborate with global stakeholders including Consumer Care Centers, Medical Safety, Business Quality, Marketing, Internal Affiliates, and External Sites to ensure consistency and compliance in the complaint vigilance process.
Training & Documentation: Assist in developing training materials and updating controlled documents related to complaint vigilance systems and processes.
 

Core Technical Skills & Tools:

Power BI Development – dashboard creation, data visualization, and report automation.
DAX (Data Analysis Expressions) and Power Query for advanced data modeling and transformation.
SQL for querying and managing relational databases.
ETL (Extract, Transform, Load) processes for data integration and pipeline development.
Data Lake Architecture and Data Governance principles.
Python or R for statistical analysis and predictive modeling (as applicable).
Familiarity with Azure Data Services or other cloud-based data platforms.

What we are looking for:
Requirements:

A minimum of a bachelor’s degree is required. A focus in Data Science/Engineering, or related field is preferred.
Experience in hands-on experience in complaint analysis or related roles
Proven experience in data analytics, preferably within a regulated or quality-focused environment.
Strong understanding of data lake architecture and data governance principles.
Proficiency in data querying, visualization, and statistical analysis tools.
Proficiency in Microsoft Power BI or equivalent data visualization tools
Excellent communication skills and ability to work across global teams and functions.

Other Preferred Experiences:

Experience supporting manufacturing, packaging, and development operations is preferred.
Experience supporting aspects of the complaint vigilance life cycle for pharmaceutical, device, and /or cosmetic products is preferred.
Experience with one or more technologies supporting complaint handling preferred.
Expertise with root cause analysis techniques including but not limited to: Brainstorming, data analysis and collection tools, 5 Whys, Fishbone (Cause and Effect), FMEA, and DMAIC preferred.
Experience with tools and techniques supporting qualitative risk analysis including but not limited to: Probability and impact assessment (likelihood of recurrence and potential effect), probability and impact matrix (risk ratings, rating rules), and risk categorization (by root causes, other qualifiers) is preferred.
Experience with systems and tools supporting analysis and reporting preferred.

 

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