Enterprise CRM Architect (Engagement Lead)

Luxoft; Abu Dhabi; On-site; AED 350,000 - 750,000; Full time

Job summary

Luxoft in Abu Dhabi seeks an experienced Functional CRM Consultant / Business SME to lead business requirement definitions for Commercial & Investment Banking. The role focuses on what the CRM must do, not how Salesforce or Microsoft achieve it.

You’ll run workshops with stakeholders, document current and target processes, build a measurable, platform-neutral requirements catalogue, define personas, and support RFP authoring and vendor evaluation.

Qualifications

• 15 to 20 years of program management 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.

Responsibilities

• Lead workshops with Corporate and Investment Banking stakeholders to capture needs.
• Document current-state pain points and target-state expectations.
• Build a platform-neutral functional requirements catalogue.
• Define user personas, roles and service volumes.
• Draft the RFP functional sections and vendor demo scenarios.
• Support vendor response evaluation from a business capability view.
• Identify functional gaps, risks and process impacts.
• Outline change, training and adoption needs.
• Define end-to-end journeys, SLA requirements and KPIs.

Skills

Business Process Design

CRM Functional Expertise

Banking / CIB Domain Knowledge

Requirements Capturing

Vendor Evaluation

Stakeholder Facilitation

Analytical Documentation

Project Management

Job description

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:o Relationship management needso Client onboarding journeyo Credit lifecycle touchpointso Deal and pipeline trackingo Servicing, complaints, and SLAso Client communications and interaction history
• Document current-state pain points and target-state expectations.Functional Scope Definition:
• Build a functional requirements catalogue that is:o Platform-neutralo Prioritized (Must / Should / Could)o 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 program manager with 15 to 20 years of experience to run the project.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 SkillsBusiness Process DesignCRM Functional Expertise (platform-neutral mindset)Banking / CIB Domain KnowledgeRequirements Capturing and StructuringVendor Evaluation SupportStakeholder FacilitationAnalytical DocumentationProject Manager skills

Nice to have

NA