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. 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