Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys, ensuring requirements reflect real operational workflows and customer servicing needs.
Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours, supporting accurate and scalable solution design.
Own the end‑to‑end requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign‑off and post‑release validation.
Partner with Product Owners to provide functional insights and dependency analysis, enabling informed prioritisation decisions without assuming product ownership accountability.
Define CRM‑specific acceptance scenarios, including role‑based behaviour, audit trail validation, maker‑checker controls, and exception handling across servicing journeys.
Lead business‑led UAT activities by coordinating test scenarios, validating end‑to‑end journeys, assessing defect severity, and confirming readiness for production deployment.
Perform release readiness and sanity validation from a business and operational perspective, ensuring CRM changes do not negatively impact frontline productivity or customer experience.
Analyse defects, change requests, and operational feedback to distinguish between functional gaps, process issues, and enhancement opportunities, feeding structured inputs into the backlog.
Work closely with CRM data, integration, and reporting teams to ensure data accuracy, traceability, and regulatory reporting requirements are met.
Collaborate with UX teams to validate that CRM journeys support intuitive navigation, minimal manual effort, and assisted-service efficiency, especially for branch users.
Support continuous improvement by documenting functional learnings, recurring issues, and control gaps, contributing to improved CRM delivery standards and governance maturity.
Engage RBWM stakeholders (Branches, Operations, Contact Centre, Compliance, Product) to gather and clarify CRM requirements.
Support Product Owners in defining CRM roadmap items aligned to Assisted X, Branch Transformation, and servicing journeys.
Conduct workshops and discussions with branch and contact centre users to understand pain points and workflow gaps.
Work Experience
7-10Years
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