CRM Strategy Consultant (Retail Banking) - CRM

This role can take a broad strategic perspective or a more tactical one that spans across the breadth of a client's business, but it must be ultimately shaped by the client's customers. They help client's build more profitable, sustained customer relationships by aligning business CRM capabilities and specific solutions around what customers ideally value. They are responsible for delivering a blueprint and roadmap that can differentiate a client from their competitors and help them become the preferred provider. This is achieved by:
- Identifying clear value propositions--both to the enterprise and its customers--and align them with appropriate CRM capabilities
- Focusing and building an infrastructure to support only those value creating activities, but do it within a broader blueprint so that successful capabilities can be built and expanded upon quickly as success is achieve by initial investments
- Creating a roadmap for change that is based on a prioritized set of value creating initiatives that will deliver capabilities at reasonable increments (e.g. every few months) vs. a big bang approach with unrealistic expectations
- Establishing a governance model which allows the organization to evaluate progress, make decisions and realize benefits through the transformation process
- Stewarding senior management through a collaborative decision process on the vision for CRM, is as important as the change management required at the point of customer contact during implementation

Responsibilities:
- Understand the Industry and Business Context
- Understand Stakeholder Environment (Inside-out View)
- Understand Customers (Outside-in View)
- Identify Customer-Centered Value Proposition
- Identify and Prioritize Target Capabilities and Solutions
- Understand Baseline Operations
- Re/Define Target Operating Blueprint
- Develop Multi-staged Transformation Roadmap

Working with Clients and our go-to-market teams provide thought leadership in devising state-of-the art retail bank strategies for our banking clients. Retail Bank solutions will include human resource, technical and process components.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.
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Workplace
M-Mobile/Telecommuters

Division
Global Business Services: 05-BCS BUSINESS CONSULTING SVCS

Desired Skills
Experience:
* Substantial experience in performing the responsibilities listed for the role
* 5+ years of retail bank experience.
* Prior large scale, financial services industry consulting experience required.
* Strong analyical skills required.
* Recognized as retail bank specialist.

Since the majority of our consulting work is done at our client sites, this position requires up to 100% travel.

It is also expected that newly hired resources into the Global Business Services U.S. practice live within a reasonable commuting distance (generally 50 miles) of the following cities:
Atlanta, GA; Boston, MA; Charlotte, NC; Chicago, IL; Cincinnati, OH; Columbus, OH; Cleveland, OH; Dallas, TX; Denver, CO; Detroit, MI; Hartford, CT; Houston, TX; Kansas City, MO; Los Angeles, CA; Miami, FL; New York City, NY and surrounding area; Philadelphia, PA; San Francisco, CA; and Washington, DC.

Additional Info
Global Business Services: Consult with us.
IBM Global Business Services helps top-tier clients solve their most complex business and technical issues. Our consultants deliver innovative business consulting, business process design, systems integration, and application design and management to leading commercial and public sector organizations in 17 industries worldwide. With access to resources that only a global leader can provide, our people learn valuable skills, gain access to a vast and diverse network of talented professionals, and enjoy unparalleled career, training, and educational opportunities.

Education
Masters Degree/Equivalent Experience

Major
Not Applicable