MS Dynamics 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.

• 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 SLA
  • 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), and 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

• Strong CRM functional background (banking/CIB preferred)
• 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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