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MS Dynamics CRM Analyst

Unlock employer Abu Dhabi, United Arab Emirates Posted: 20 May 2026

Financial

  • Estimate: $45k - $60k*
  • Zero income tax location

Accessibility

  • Hybrid
  • Apply from abroad
  • Visa Provided

Requirements

  • Experience: Unspecified
  • English: Professional

Position

About the Job:
The company is seeking a platform-neutral Functional CRM Consultant / Business Subject Matter Expert (SME) to lead the definition of business requirements and ensure that the Request for Proposal (RFP) clearly reflects outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). This role focuses on understanding what the customer needs the CRM system to do, rather than concentrating on specific platforms like Salesforce or Microsoft.

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Responsibilities:

  • Business & Process Assessment:

    • Lead workshops with Corporate and Investment Banking stakeholders to capture relationship management needs, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking, servicing, complaints, SLAs, and client communications history.
    • Document current-state pain points and target-state expectations.
  • Functional Scope Definition:

    • Build a functional requirements catalogue that is platform-neutral and prioritized (Must/Should/Could).
    • Ensure the catalogue is written in measurable, testable language and includes defined user personas, roles, and service volumes.
    • Clearly document scope boundaries and assumptions.
  • Customer & Service Journey Design:

    • Define end-to-end customer journeys and key business flows.
    • Capture SLA and escalation requirements as well as define operational KPIs and reporting expectations.
  • RFP Authoring & Vendor Evaluation Support:

    • Draft the functional sections of the RFP and define demo scenarios for vendors.
    • Support the evaluation of vendor responses from a business capability perspective and identify functional gaps, risks, and process impacts.
  • Change & Adoption Considerations:

    • Identify organizational and process change implications.
    • Outline training and adoption needs, highlighting dependencies on policy, governance, or the operating model.
  • Reporting & Outputs:

    • Prepare functional requirements packs, process and journey documentation, demo scripts, scoring criteria, functional gap and risk logs, and contribute to the final assessment recommendation.

Required Skills:

  • Strong CRM functional background
  • Extensive experience in Corporate Investment Banking (CIB)
  • Experience in requirements structuring
  • Proven track record in running vendor or platform assessments
  • Strong workshop facilitation and stakeholder engagement skills

Key Skills:

  • Business Process Design
  • CRM Functional Expertise (platform-neutral mindset)
  • Banking / CIB Domain Knowledge
  • Requirements Capturing and Structuring
  • Vendor Evaluation Support
  • Stakeholder Facilitation
  • Analytical Documentation

Language Requirements: Not specified.

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