Enterprise CRM Architect (Engagement Lead)
by Luxoft in Banking & Financial Services
The Enterprise CRM Architect (Engagement Lead) is responsible for acting as a platform-neutral Functional CRM Consultant and Business Subject Matter Expert to lead business requirement definition and ensure that Request for Proposal (RFP) documentation reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). The role focuses on defining what the organization requires from CRM capabilities rather than prescribing how platforms such as Salesforce or Microsoft implement solutions. The position involves conducting business and process assessments, leading stakeholder workshops across Corporate and Investment Banking teams, capturing relationship management requirements, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking needs, servicing requirements, complaints handling, service level agreements (SLAs), client communications, and interaction history requirements. The Enterprise CRM Architect is responsible for documenting current-state pain points, defining target-state expectations, developing platform-neutral functional requirement catalogues prioritized using Must / Should / Could frameworks, and writing measurable and testable requirements. The role includes defining user personas, service volumes, scope boundaries, assumptions, and designing end-to-end customer and service journeys while defining operational KPIs, escalation requirements, and reporting expectations. Responsibilities also include drafting functional sections of the RFP, defining vendor demonstration scenarios, supporting vendor evaluation, identifying functional gaps, risks, and process impacts, and supporting change management initiatives including organizational change implications, training requirements, governance dependencies, and operating model considerations. The position delivers outputs including functional requirements packs, process documentation, journey mapping artifacts, demo scripts, scoring criteria, functional gap logs, risk registers, and input into final assessment recommendations.