MS Dynamics CRM Analyst

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
• 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:
• 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.
• 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.
• 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
• 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)