Salesforce 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