
Luxoft
Salesforce CRM Analyst – Commercial & Investment Banking CRM Consultant
- Contract
- 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
Job description
The Salesforce CRM Analyst – Commercial & Investment Banking CRM Consultant is responsible for leading business requirement definition and supporting CRM platform selection within a Commercial & Investment Banking (CIB) environment in Abu Dhabi, United Arab Emirates. The role operates as a platform-neutral Functional CRM Consultant and Business SME focused on defining outcome-driven, vendor-agnostic CRM functional requirements rather than technical implementation specifics across Salesforce CRM or Microsoft CRM platforms. The position involves leading stakeholder workshops with Corporate and Investment Banking teams to capture relationship management requirements, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking requirements, servicing workflows, complaints management, SLA tracking, client communications, and interaction history. The role includes documenting current-state pain points, defining target-state expectations, and building prioritized functional requirements catalogues structured using Must, Should, and Could prioritization frameworks. Responsibilities include defining user personas, operational roles, service volumes, documenting scope boundaries, assumptions, and designing end-to-end customer and service journeys. The Salesforce CRM Analyst defines operational KPIs, reporting expectations, SLA requirements, escalation processes, and governance dependencies. The role also supports RFP authoring, drafts functional RFP sections, defines vendor demo scenarios, evaluates vendor responses, and performs gap analysis and risk assessments. The position requires producing deliverables including functional requirements packs, process documentation, journey documentation, demo scripts, scoring criteria, and final assessment recommendations. The role also identifies organizational change impacts, outlines training and adoption requirements, and supports CRM transformation initiatives within Commercial & Investment Banking environments.
Required skills
Key responsibilities
- Lead stakeholder workshops with Corporate and Investment Banking teams to capture relationship management requirements, client onboarding journeys, credit lifecycle touchpoints, deal pipeline tracking, servicing workflows, complaints management, SLA requirements, and client communication history.
- Conduct business process assessment by documenting current-state pain points, defining target-state expectations, and analyzing operational workflows across Commercial & Investment Banking CRM processes.
- Develop platform-neutral functional requirements catalogue prioritized using Must, Should, and Could frameworks, defining user personas, operational roles, service volumes, and scope boundaries.
- Design end-to-end customer journeys and service flows including SLA requirements, escalation processes, operational KPIs, and reporting expectations.
- Draft functional sections of RFP documentation, define vendor demo scenarios, and support vendor evaluation based on business capability requirements.
- Identify functional gaps, process risks, operational dependencies, and governance considerations impacting CRM platform implementation.
- Produce deliverables including functional requirements packs, process documentation, journey maps, demo scripts, scoring criteria, and final assessment recommendations.
- Support organizational change management initiatives by identifying training needs, adoption requirements, and operational impacts across CRM transformation initiatives.
Experience & skills
- Demonstrate strong CRM functional background with experience in banking or Commercial & Investment Banking (CIB) environments.
- Show experience in requirements gathering, requirements structuring, and development of functional requirements documentation.
- Demonstrate experience running vendor evaluations, platform assessments, and RFP development for CRM platforms.
- Possess expertise in business process design, customer journey mapping, and operational workflow analysis.
- Demonstrate strong stakeholder facilitation skills including workshop facilitation and engagement with business stakeholders.
- Show experience in gap analysis, risk assessment, and CRM transformation initiatives within enterprise environments.
- Demonstrate analytical documentation skills including process documentation, KPI definition, and reporting requirements.
- Demonstrate senior-level experience working within CRM programs supporting Commercial & Investment Banking transformation initiatives.