Senior Consultant - Digital Consumer Services Lead

Arab Solutions; Doha; On-site; QAR 300,000 - 540,000; Full time

Job summary

Arab Solutions is seeking a highly experienced Senior Consultant for the Consumer Sector in Doha, Qatar. This role focuses on understanding and optimizing consumer-related processes, translating requirements into functional specs, and coordinating with IT, product owners, and developers to deliver digital solutions.

You will analyze policies, regulations, and workflows, drive UAT, and support governance activities while aligning with CRM and external system integrations.

Qualifications

• Minimum 8+ years of experience in business/functional consulting, preferably within government or regulatory environments.
• Strong experience in Consumer Protection / Consumer Affairs / Regulatory Services.
• Proven ability to perform business process analysis and optimization.
• Experience with CRM-based solutions, preferably Microsoft Dynamics 365 CRM / Dataverse.
• Experience with UAT planning, execution, and defect management.
• Excellent communication and stakeholder-management skills.

Responsibilities

• Provide senior-level business and functional consulting for consumer-related services and systems.
• Understand and analyze consumer-sector business processes, policies, regulations, and operational procedures.
• Review existing consumer services and identify opportunities for process simplification, automation, digitization, and service improvement.
• Analyze and document current ('As-Is') and future ('To-Be') business processes.
• Gather, analyze, and document business and functional requirements.
• Translate business requirements into clear functional and system requirements for technical teams.
• Work closely with business stakeholders, product owners, solution architects, developers, data teams, and project managers.
• Support the design and implementation of digital consumer services.
• Review and improve workflows related to consumer complaints, reports, cases, inspections, violations, and regulatory actions, where applicable.
• Define business rules, validation rules, workflows, roles, permissions, and approval processes.
• Identify opportunities to integrate consumer services with other government and external systems.
• Support integration requirements between consumer systems, CRM, mobile/web channels, payment systems, identity services, and other relevant platforms.
• Ensure that functional requirements are properly reflected in Microsoft Dynamics365 CRM and related systems.
• Work with technical teams to ensure that the solution design meets the business requirements.
• Prepare functional specifications, user stories, use cases, process maps, business rules, and acceptance criteria.
• Participate in solution design workshops and requirements-gathering sessions.
• Support User Acceptance Testing (UAT), including preparation of test scenarios and validation of delivered functionality.
• Review UAT results and coordinate the resolution of functional issues.
• Support change management and business readiness activities.
• Analyze service performance and recommend improvements based on customer feedback, operational data, and service KPIs.
• Provide recommendations for improving the customer experience and reducing service processing time.
• Support management in identifying opportunities for further digital transformation within the Consumer Sector.
• Prepare presentations, business cases, process documentation, and recommendations for senior management.

Skills

Business consulting

Functional consulting

Stakeholder management

English communication

UAT planning

Tools

Microsoft Dynamics 365 CRM

Dataverse

Power Platform

Power BI

Job description

Arab Solutions is seeking a highly experienced Senior Consultant for the Consumer Sector in Doha, Qatar. This role focuses on understanding and optimizing consumer-related processes, translating requirements into functional specs, and coordinating with IT, product owners, and developers to deliver digital solutions.

You will analyze policies, regulations, and workflows, drive UAT, and support governance activities while aligning with CRM and external system integrations.