Functional CRM Analyst

Luxoft; Abu Dhabi; On-site; AED 350,000 - 650,000; Full time

Job summary

Luxoft is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition for Commercial & Investment Banking. The role focuses on what the CRM must do, not how Salesforce or Microsoft implements it, and requires strong workshop facilitation and stakeholder engagement.

You will build a measurable, testable functional catalogue, define end-to-end journeys, draft RFP sections, and support vendor evaluations.

Qualifications

• Strong 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.

Responsibilities

• Lead workshops with Corporate and Investment Banking stakeholders to capture requirements.
• Document current-state pain points and define target-state expectations.
• Build a functional requirements catalogue that is platform-neutral and testable.
• Define user personas, roles, and service volumes.
• Draft the functional sections of the RFP and define vendor demo scenarios.
• Support evaluation of vendor responses from a business capability perspective.
• Identify functional gaps, risks, and process impacts.
• Outline training and adoption needs and dependencies on policy or operating model.
• Produce outputs: functional requirements pack, process and journey documentation, demo scripts and scoring criteria, risk log, and input into final assessment.

Skills

CRM consulting

Workshop facilitation

Stakeholder engagement

Requirements structuring

Vendor evaluation support

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 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 SkillsBusiness Process DesignCRM Functional Expertise (platform-neutral mindset)Banking / CIB Domain KnowledgeRequirements Capturing and StructuringVendor Evaluation SupportStakeholder FacilitationAnalytical Documentation

Nice to have

NA