Customer Journey and CRM Consultant

Tender description

Who Speclialist Work With Head of Customer Strategy Customer Strategy team Head of Credit Control CIO Internal IT teams External Suppliers What Specialists Work On The Consultant will be required to document the: -Scope based on the business needs -Functional system requirements categorised using MoSCoW -High level business process models - Map agreed 'As Is' customer journeys - Refine and simplify customer journeys using best pracitce to provide input to the Contact Centre Implementtion Project team -Gap analysis of functional system requirements against existing system(s) -Map the functional requirements to standard application functionality that is available in COTS CRM products and highlight any custom/bespoke requirements -Summary of the findings and recommend an approach to meet the business requirements -Detailed business case of requrements for purchase Where the Work Takes Place London based (Gresham Street) as the business stakeholders are predominantly based there. Travel to all London sites will also be required. Early Market Engagement Working Arrangements The specialist is expected to be self-managed and proficient in asking the right questions to elicit requirements and information. The specialist will be proactive and will schedule required workshops with relevant stakholders and will organise the sessions to maximize the value from the stakeholders involvement. It is anticipated that for the duration of the assignment, the specialist will be based onsite at NHSPS premises. Any incurred expenses will need to be factored into the day rate. Own laptop and required software is to be provided by the specialist. Access to guest wi-fi networks will be provided by NHSPS. Work Location London based (Gresham Street) as the business stakeholders are predominantly based there. Travel to all London sites will also be required. Security Clearance Additional T&Cs Skills & Experience 10 years work experience specialising in CRM systems and customer service and relationship management Extensive experience in producing strategy papers and getting senior managment approval Hands-on experience with business requirements gathering/analysis and customer journey mapping Excellent verbal and written communication skills to be able to present to a target audience Must be detail orientated/articulate with strong time management and organizational skills Nice to Haves Detailed knowledge of the leading CRM software solutions Experience of CRM in a non-sales environment i.e. for use in a customer services environment Experience of implementing customer service and relationship management improvement transformation projects. Experience of implementing a Customer Contact management system From a consultancy background Experience of delivering CRM solutions in a property services context No. of Specialists to Evaluate 3 Cultural Fit Criteria Able to work on their own and under supervision as required. Works in a collaborative & open manner to develop the organisations internal teams. Able to effectively communicate with C-Level and Heads of department customers. Assessment Method Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers No questions have been answered yet Budget range £750 per day