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Enterprise CRM Architect (Engagement Lead)
Luxoft
Abu Dhabi, UAE
Full-time
Lead · 15–20 years experience
Onsite
Discovered Today
• Need a strong program manager with 15 to 20 years of experience to run the project. Required Experience • Strong CRM functional background (banking/CIB preferred). • Experience in requirements structuring. • Experience running vendor or platform assessments. • Strong workshop facilitation and stakeholder engagement skills. ____________________________________ Key Skills Business Process Design CRM Functional Expertise (platform-neutral mindset) Banking / CIB Domain Knowledge Requirements Capturing and Structuring Vendor Evaluation Support Stakeholder Facilitation Analytical Documentation Project Manager skills
Key Skills for This Role
• Need a strong program manager with 15 to 20 years of experience to run the project. Required Experience • Strong CRM functional background (banking/CIB preferred). • Experience in requirements structuring. • Experience running vendor or platform assessments. • Strong workshop facilitation and stakeholder engagement skills. ____________________________________ Key Skills Business Process Design CRM Functional Expertise (platform-neutral mindset) Banking / CIB Domain Knowledge Requirements Capturing and Structuring Vendor Evaluation Support Stakeholder Facilitation Analytical Documentation Project Manager skills
Full Job Posting
Responsibilities
- Business & Process Assessment • Lead workshops with Corporate and Investment Banking stakeholders to capture: o Relationship management needs o Client onboarding journey o Credit lifecycle touchpoints o Deal and pipeline tracking o Servicing, complaints, and SLAs o Client communications and interaction history • Document current-state pain points and target-state expectations. Functional Scope Definition: • Build a functional requirements catalogue that is: o Platform-neutral o Prioritized (Must / Should / Could) o Written in measurable, testable language • Define user personas, roles, and service volumes. • Clearly document scope boundaries and assumptions. Customer & Service Journey Design: • Define end-to-end journeys and key business flows. • Capture SLA and escalation requirements. • Define operational KPIs and reporting expectations. RFP Authoring & Vendor Evaluation Support: • Draft the functional sections of the RFP. • Define demo scenarios that vendors must follow. • Support evaluation of vendor responses from a business capability perspective. • Identify functional gaps, risks, and process impacts. Change & Adoption Considerations: • Identify organizational and process change implications. • Outline training and adoption needs. • Highlight dependencies on policy, governance, or operating model. Reporting & Outputs: • Functional requirements pack • Process and journey documentation • Demo scripts and scoring criteria • Functional gap and risk log • Input into final assessment recommendation
- Business & Process Assessment
- Lead workshops with Corporate and Investment Banking stakeholders to capture:
- o Relationship management needs
- o Client onboarding journey
- o Credit lifecycle touchpoints
- o Deal and pipeline tracking
- o Servicing, complaints, and SLAs
- o Client communications and interaction history
- Document current-state pain points and target-state expectations.
- Functional Scope Definition:
- Build a functional requirements catalogue that is:
- o Platform-neutral
- o Prioritized (Must / Should / Could)
- o Written in measurable, testable language
- Define user personas, roles, and service volumes.
- Clearly document scope boundaries and assumptions.
- Customer & Service Journey Design:
- Define end-to-end journeys and key business flows.
- Capture SLA and escalation requirements.
- Define operational KPIs and reporting expectations.
- RFP Authoring & Vendor Evaluation Support:
- Draft the functional sections of the RFP.
- Define demo scenarios that vendors must follow.
- Support evaluation of vendor responses from a business capability perspective.
- Identify functional gaps, risks, and process impacts.
- Change & Adoption Considerations:
- Identify organizational and process change implications.
- Outline training and adoption needs.
- Highlight dependencies on policy, governance, or operating model.
- Reporting & Outputs:
- Functional requirements pack
- Process and journey documentation
- Demo scripts and scoring criteria
- Functional gap and risk log
- Input into final assessment recommendation
Skills
- Need a strong program manager with 15 to 20 years of experience to run the project. Required Experience • Strong CRM functional background (banking/CIB preferred). • Experience in requirements structuring. • Experience running vendor or platform assessments. • Strong workshop facilitation and stakeholder engagement skills. ________________________________ Key Skills Business Process Design CRM Functional Expertise (platform-neutral mindset) Banking / CIB Domain Knowledge Requirements Capturing and Structuring Vendor Evaluation Support Stakeholder Facilitation Analytical Documentation Project Manager skills
Qualifications
- Must have
- Need a strong program manager with 15 to 20 years of experience to run the project.
- Experience in requirements structuring.
- Experience running vendor or platform assessments.
- Strong workshop facilitation and stakeholder engagement skills. ________________________________ Key Skills Business Process Design CRM Functional Expertise (platform-neutral mindset) Banking / CIB Domain Knowledge Requirements Capturing and Structuring Vendor Evaluation Support Stakeholder Facilitation Analytical Documentation Project Manager skills
- Need a strong program manager with 15 to 20 years of experience to run the project. Required Experience
Preferred Qualifications
- Strong CRM functional background (banking/CIB preferred).
About Luxoft
Technology10,001+Founded 2000
Global IT services and consulting company
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