MS Dynamics CRM Analyst
Skills
About This Role
Overview
Project description
Customer is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition and ensure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB).
This role focuses on what Customer needs the CRM to do, not how Salesforce or Microsoft does it.
• Business & Process Assessment
- Lead workshops with Corporate and Investment Banking stakeholders to capture:
- Relationship management needs
- Client onboarding journey
- Credit lifecycle touchpoints
- Deal and pipeline tracking
- Servicing, complaints, and SLAs
- Client communications and interaction history
- Document current-state pain points and target-state expectations.
• Functional Scope Definition
- Build a functional requirements catalogue that is:
- Platform-neutral
• Prioritized (Must / Should / Could)
- 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
- Must have
- Strong CRM functional background
- Extensive experience in CIB (Corporate Investment Banking)
- Experience in requirements structuring.
- Experience running vendor or platform assessments.
- Strong workshop facilitation and stakeholder engagement 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
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