Luxoft
MS Dynamics CRM Analyst
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 10/05/2026
Job overview
Date posted
26/03/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 15,000 - 20,000 per month
Compensation
Salary only
Experience
2 - 5 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
10/05/2026
Job description
The MS Dynamics CRM Analyst role in Abu Dhabi focuses on delivering platform-neutral, outcome-driven functional requirements for Commercial & Investment Banking (CIB). The analyst will lead business and process assessments, defining relationship management needs, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking, servicing, complaints, SLAs, and client communication history. The role requires documenting current-state pain points, target-state expectations, and building a measurable, testable functional requirements catalogue. The analyst supports RFP authoring, vendor evaluation, and ensures functional gaps, risks, and process impacts are identified. The position also covers change and adoption considerations, training needs, policy and governance dependencies, and delivery of process and journey documentation, demo scripts, scoring criteria, functional gap and risk logs, and input to final assessment recommendations. Strong workshop facilitation, stakeholder engagement, and analytical documentation are central to ensuring requirements are well-defined and aligned with business outcomes.
Required skills
Key responsibilities
- Lead workshops with Corporate and Investment Banking stakeholders to capture business and process requirements including relationship management needs, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking, servicing, complaints, and SLAs.
- Document current-state pain points and define target-state expectations for CRM functional capabilities and process improvements.
- Build a platform-neutral functional requirements catalogue that is prioritized (Must / Should / Could), measurable, and testable, including user personas, roles, service volumes, scope boundaries, and assumptions.
- Define end-to-end customer and service journeys, capturing key business flows, SLA and escalation requirements, operational KPIs, and reporting expectations.
- Draft functional sections of RFPs, define vendor demo scenarios, and support evaluation of vendor responses from a business capability perspective, identifying functional gaps, risks, and process impacts.
- Identify organizational and process change implications, outline training and adoption needs, and highlight dependencies on policy, governance, or operating models.
- Deliver final outputs including functional requirements packs, process and journey documentation, demo scripts and scoring criteria, functional gap and risk logs, and input into final assessment recommendations.
- Engage stakeholders continuously to ensure alignment with business objectives, supporting adoption of CRM solutions and effective change management throughout the project lifecycle.
Experience & skills
- Strong CRM functional background, preferably in banking or CIB.
- Experience in structuring business requirements and defining platform-neutral functional specifications.
- Proven experience running vendor or platform assessments, including RFP evaluation and gap analysis.
- Strong workshop facilitation skills and stakeholder engagement experience at senior levels.
- Analytical documentation expertise to capture, communicate, and maintain functional requirements, process flows, and gap analyses.
- Ability to define customer and service journeys, operational KPIs, escalation paths, and reporting requirements.
- Knowledge of banking operations, commercial and investment banking workflows, client onboarding, credit lifecycle, deal tracking, and client servicing processes.
- Capacity to identify organizational change, adoption needs, and policy/governance dependencies for CRM implementation projects.