Functional CRM Analyst

About this opportunity

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: 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 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 Other Languages English: C2 Proficient Seniority Senior