Functional CRM Analyst

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

• 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

Must have

• Need a strong functional CRM consultant with 10-15 years of 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