Business Analysis & Process Re‑engineering (Primary Focus)

• Lead end‑to‑end business process discovery across all CRM‑impacted teams
• Document current‑state (“as‑is”) processes, pain points and inefficiencies
• Design future‑state (“to‑be”) processes aligned to CRM capabilities, transformation objectives and operational reality
• Facilitate process workshops, walkthroughs and validation sessions with cross‑functional stakeholders
• Produce clear, high‑quality process maps, user journeys and operating models

Requirements Definition & Functional Design

• Lead requirements elicitation across business, operations and commercial teams
• Translate business processes into clear functional and non‑functional requirements suitable ...