Functional CRM Analyst - Banking (Abu Dhabi)

About the role

A customer is looking for a platform-neutral Functional CRM Consultant / Business SME to define business requirements and make sure the RFP clearly states outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). The role focuses on what the customer needs the CRM to do, not how Salesforce or Microsoft does it.

Key responsibilities

• Lead workshops with Corporate and Investment Banking stakeholders to capture relationship management needs, client onboarding, credit lifecycle touchpoints, deal and pipeline tracking, servicing, complaints and SLAs, and client communication history
• Document current-state pain points and target-state expectations
• Build a platform-neutral, prioritized (must / should / could), measurable and testable functional requirements catalogue, including user personas, roles, service volumes and scope boundaries
• Define end-to-end customer and service journeys, SLA and escalation requirements, and operational KPIs and reporting expectations
• Draft the functional sections of the RFP, define demo scenarios for vendors, and support evaluation of vendor responses from a business capability perspective
• Identify functional gaps, risks and process impacts, and outline training, adoption needs and dependencies on policy, governance or operating model
• Produce a functional requirements pack, process and journey documentation, demo scripts and scoring criteria, a functional gap and risk log, and input into the final assessment recommendation

Required profile

• Strong functional CRM consultant with 10-15 years of experience
• Strong CRM functional background (banking/CIB preferred)
• Experience in requirements structuring and running vendor or platform assessments
• Strong workshop facilitation and stakeholder engagement skills

Required skills

• CRM functional expertise with a platform-neutral mindset
• Banking / CIB domain knowledge
• Requirements capturing and structuring
• Analytical documentation