About the role
The Post Market Complaints Data Analyst is responsible for the end-to-end delivery, governance, and integrity of post-market surveillance (PMS) and complaint data analytics across all product franchises. The role acts as the subject matter expert for complaint data, ensuring accuracy, consistency, and audit readiness of datasets, analyses, and reporting outputs used to support regulatory compliance and business decision-making.
The position leads the development and maintenance of centralised analytics solutions, including BI reporting dashboards and data models, providing a single source of truth for complaint trending, signal detection, and product performance monitoring. This includes ownership of data extraction, transformation, verification, and validation activities across multiple systems and platforms.
Working cross-functionally with Quality, Regulatory Affairs, R&D, Operations, and other stakeholders, the role translates complex complaint data into actionable insights, supporting risk management, CAPA, health hazard evaluations, and post-market regulatory reporting (e.g., PMSR, PSUR).
The Post Market Complaints Data Analyst ensures that all analytics outputs are developed in accordance with applicable Quality Management System requirements and global regulatory standards, and is accountable for maintaining traceability, documentation, and technical rigour to support internal and external audits and inspections.
Key Responsibilities:
- Post Market and Complaint-Related Activities:
- Organise and lead reviews with Development, Operations and Manufacturing on emerging quality issues and participate in any resulting corrective actions.
- Demonstrate a primary commitment to patient safety and product quality by maintaining compliance with the Quality Policy and all other documented quality processes and procedures.
- Identify and escalate instances when products are not achieving the intended performance based upon anticipated levels of frequency and/or severity.
- Timely and accurate presentation of complaint analysis to all stakeholders, while concurrently supporting root cause analysis for any issues identified as required.
Data Analytics, Dashboard Development, and AI Tools:
- Collaborate with the PMS Data Governance and Analytics Manager to develop centralized BI reporting dashboards, aggregating corporate complaints data across all business units (Advanced Wound Care, Ostomy Care, Continence Care, Infusion Care).
- Is an expert in creating and generating dashboards, graphics, trend analysis, and reports in Excel, Power BI and Minitab to create detailed data analysis and support Post-Market Surveillance reports.
- Will act as a steward for AI-based PMS analysis and showcase the newest technologies available to Convatec.
- Acts as the point of contact for the execution of complaint data analysis.
- Generate dashboards, trend analyses, and reports to provide actionable insights that drive strategic business decisions for various stakeholders in Post Market.
- Extract, clean, and analyse 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.
- Ability to verify and validate the datasets, reports, and models to ensure audit readiness.
- Lead training for Power BI models to non-technical users.
- Knowledge of multiple data sources and manipulation tools such as Fabric, Azure, SQL or any other Power BI semantic data sources.
Design and Development:
- 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.
Product Trending:
- 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.
- Analyse 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.
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).
Other responsibilities:
- Overall responsibility for ensuring technical rigour and compliance with applicable procedures during risk management, complaint, CAPA, and design-related processes.
- Support R&D, Operations, Marketing, Clinical Affairs, Regulatory, Post Market Surveillance, external customers and equipment suppliers.
- The job holder will demonstrate the highest quality standards, be able to impart knowledge and increase best practice across sites and will embrace/drive Convatec's core mission, values and priorities.
- Support continuous improvement of quality engineering procedures, processes, and tools.
Skills & Experience:
- Expert experience developing dashboards, manipulating datasets, and creating intuitive visual reports using Power BI and Excel.
- 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.
- Good knowledge of 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.
Working Conditions:
This is a remote position, but office presence will be required or allowed for certain meetings, events, or to meet certain business needs.
Ready to join us?
At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.
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Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
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About Convatec
Pioneering trusted medical solutions to improve the lives we touch:
Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.
