Salesforce CRM Analyst

Project DescriptionCustomer 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.ResponsibilitiesBusiness & Process AssessmentLead workshops with Corporate and Investment Banking stakeholders to captureRelationship management needsClient onboarding journeyCredit lifecycle touchpointsDeal and pipeline tracking, servicing, complaints, and SLAClient communications and interaction historyDocument current‑state pain points and target‑state expectationsFunctional Scope DefinitionBuild a functional requirements catalogue that is platform‑neutral, prioritized (Must / Should / Could), and written in measurable, testable languageDefine user personas, roles, and service volumesClearly document scope boundaries and assumptionsCustomer & Service Journey DesignDefine end‑to‑end journeys and key business flowsCapture SLA and escalation requirementsDefine operational KPIs and reporting expectationsRFP Authoring & Vendor Evaluation SupportDraft the functional sections of the RFPDefine demo scenarios that vendors must followSupport evaluation of vendor responses from a business capability perspectiveIdentify functional gaps, risks, and process impactsChange & Adoption ConsiderationsIdentify organizational and process change implicationsOutline training and adoption needsHighlight dependencies on policy, governance, or operating modelReporting & OutputsFunctional requirements packProcess and journey documentationDemo scripts and scoring criteriaFunctional gap and risk logInput into final assessment recommendationSkillsMust haveStrong CRM functional background (banking/CIB preferred)Experience in requirements structuringExperience running vendor or platform assessmentsStrong workshop facilitation and stakeholder engagement skillsKey SkillsBusiness Process DesignCRM Functional Expertise (platform‑neutral mindset)Banking / CIB Domain KnowledgeRequirements Capturing and StructuringVendor Evaluation SupportStakeholder FacilitationAnalytical DocumentationNice to haveNA#J-18808-Ljbffr