Opportunity is here


Complaint Handling Data Analyst



IT, Data Science
Posted on Thursday, May 30, 2024

Job Title

Complaint Handling Data Analyst

Job Description

Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

In this role you have the opportunity to

Under limited supervision, the Quality & Regulatory (Q&R) Post Market Surveillance (PMS) Data Analyst – Complaint Management is responsible for developing and implementing effective data analysis, visualization, and Daily Management on a Global Scale. These activities are in direct support of monitoring the Complaint Management process and associated tooling. Your role ensures on-going regulatory compliance and continuous product improvement.

This role will support the Global implementation of the Philips Complaint Management process and tooling by working in partnership with our Business Clusters, Markets and I.T. Operations.

Your role:

  • Developing dashboards and data visualizations needed to effectively monitor the Complaint Management process to ensure adherence to process requirements and design
  • Developing and implementing Daily Management to monitor the Complaint Management process and associated tooling by identifying root causes and actions to improve the process, tooling and training
  • Working directly with the business , markets and I.T. in support of their complaint daily management activities and escalating trends and issues to be addressed.
  • Working with the Complaint Management leadership team, identify and implement leading and lagging process indicators
  • Able to use Excel, TrackWise, Power BI and Qliksense to extract data for analysis and trending
  • Working with the various Key Performance Indicators (KPI) owners to maintain oversight of all KPIs and ensuring accuracy of data reported to the leadership team
  • Accountable for maintenance of complaint related Master Data, ECT and ICT tables.
  • Responsible for continual review of data that is used for the monitoring, trending and escalation of process indicators
  • Responsible for data requests / queries for supporting the business daily and during audits.
  • Ability to document trending procedures and trending analysis validation in compliance with regulatory requirements
  • Develop and deliver training materials to aid teams with their understanding of Daily Management and trending methods
  • Continuously improves Complaint Handling Daily Management, trend reports and reporting to meet changing needs of the business.
  • With minimal supervision, works with Philips associates from Business, Markets and Data Analytics to develop complaint reports that appropriately address questions posed in relation to complaint management, Daily Management and KPIs
  • Possess the ability to work independently with minimal supervision as well as the ability to guide others in the Complaint Handling group with regard to data analysis.
  • Leads and supports process improvement projects
  • Ensure compliance with the company's Quality System policies and procedures and applicable external requirements and standards, including FDA, ISO 13485, MDSAP, EUMDR, etc.

You're the right fit if:

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

  • Bachelor’s degree in mathematics, data analytics, and/or relevant field required. Master’s degree preferred.
  • Must possess understanding and working knowledge of applied statistics.
  • Previous experience within data analytics, evaluating trending data, and drawing insights to make strategic business decisions.
  • Experience with developing, reporting, and tracking KPIs. As well as successfully communicating results to Post Market Surveillance Leadership, Business groups, and Markets.
  • Previous experience leading and executing Daily Management and problem-solving activities, including driving successful countermeasures.
  • Demonstrated experience developing and presenting data driven presentations/reports to Leadership and Stakeholders.
  • 5+ years of experience in the medical device and/or pharmaceutical industries.
  • Experience working in regulated environments and/or knowledge of regulatory requirements, such as FDA Quality System Regulations, 21 CFR Part 820, and MDD/MDR, and international standards, such as ISO 13485, ISO 14971, and IEC 62304, is preferred
  • Demonstrates collaborative patient and customer focus mindset
  • Demonstrates ability to work cross-functional and cross-business teams
  • Excellent communication both written and verbal.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

Philips Transparency Details

The pay range for this position is $77,000,000 to $140,000, Annually. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.


This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.