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Job Description

Overall Years of Experience  :  8+    
Relevant Years of Experience  :  6+

Required Qualification    

Graduation + MBA    
Graduation    

Graduate – Bachelor’s Degree

Certification    

Business Analyst certification

Position Summary    

This is a role in Global Delivery Services (GDS) – Business Consulting – Customer
The role is for an experienced hands-on functional consultant to be functional expert or Business Analyst with the good understanding of CRM systems / customer service
The ideal candidate should be working in the CRM / Customer Service / Pricing domain and should have healthy functional experience in digital transformation programs.
The ideal candidate should have good customer facing experience and should have experience of being a product owner/Business Analyst.
Strong analytical skills and attention to detail, while staying focused on the big picture
Excellent verbal and written communication skills; strong presence in front of senior executives

Roles and Responsibilities
Essential Job Functions    

Act as a trusted advisor in understanding and analysing client’s business requirements, customer experience needs and aspirations and enabling clients to understand the Art-of-the-possible for CRM Transformations in Marketing, eCommerce, Sales, Service etc.
Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints.
Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary.
RFP/ RFI & Proposals: Own and lead writing and responding to winning CRM transformation.
Should have strong expertise in creating client presentations of top quality and should have strong command on story telling.
Should have expertise in creating process maps, process flow charts, process benchmarking, writing detailed user stories, identifying gaps in the process and creating recommendations.
Should have expertise in CX Journey design, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service.
Understand the customer business requirements and articulate them in the form of user stories, business requirement documents
Act as a liaison between the business client and technical team by planning, conducting, and directing the analysis of complex business problems
Support client’s organizational transformation goals by understanding the operational current state, future state and business values; helping to define and drive business solutions to meet the transformation goals
Analyze and provide input on the methodologies and frameworks to be used during the requirement and execution of projects
Lead requirements elicitation sessions to understand business problems
Determine the gaps between requirements and product functionalities and define workable solutions to bridge the gaps
Be part of a scrum team and help Product Owner in Sprint Prioritization
Work directly with all levels through to senior management across the organization and be considered as a high-level expert
Engage at the pre-sales stage to ensure the business drivers are understood and that the solutions proposed are targeted to help meet the business value / KPI’s indicated
Experience leading a business requirement process with both technical and business partners
Provide consulting relating to CRM and customer services domain
Drive and help execute Strategy by understanding the best mix of technologies and platforms
Working closely with the Development Team during the Implementation to ensure close monitoring and adherence to the Design
Ensuring successful Solution platform adoption by working closely with the Enterprise customers

Technical Skills/Tools Requirement        

Salesforce (SFDC / SFMC)
Salesforce Business Analyst Certified is a must
Certification in one or more Salesforce clouds (Sales / Service / Industry clouds)

Other skills    

Essential    

Clear understanding of CRM and customer service
Passionate about data-driven transformation and using data to inform decisions
Enthusiastic and self-motivated, with the ability to lead projects proactively
Meticulous attention to detail, with an overall passion for continual improvement
Credible and articulate, with excellent communication, presentation and interpersonal skills
Ability to interact with stakeholders at all levels of seniority
Experience in managing cross border stakeholders
Highly enthusiastic in learning new technologies that support the fast changing digital marketing technologies

Desirable    

Understanding sector challenges and trends
Have experience in any one of the sectors like Consumer Products, Retail, Telecom, BFSI, Life Science or manufacturing

Supervision Responsibilities:

Must be able to work independently, complete multiple tasks and meet deadlines in a fast-paced changing environment.
Act as a resource for colleagues with less experience, including coaching and training
 

Other Requirements:

Flexibility in working hours to accommodate multiple time zones as needed
Overtime, as needed to meet deadlines.

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