MS Dynamics CRM Analyst
About This Role
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.
Responsibilities
Key Responsibilities
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
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
Nice to have
NA
Other
Languages
English: A1 Beginner
Seniority
Senior
Abu Dhabi, United Arab Emirates
Req. VR-122585
Business Analysis
BCM Industry
28/04/2026
Req. VR-122585
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