(Senior) Consultant / Business Analyst – Customer & CRM in Financial Services (m/f/d)

THE ROLE

For our clients in the banking and insurance sectors, we are looking for an experienced (Senior) Consultant / Business Analyst with a focus on Customer Processes and CRM. Together with business departments, IT, and project teams, you will shape how financial institutions serve their customers throughout their entire lifecycle: from onboarding, through ongoing customer relationships, to offboarding.

You will work at the intersection of business, technology, and data. You will analyze existing processes and systems, translate business requirements into clear specifications, and support the implementation in CRM and Client Lifecycle Management solutions. You will quickly familiarize yourself with new topics and client organizations and proactively drive projects forward.

YOUR CAPCO DAY-TO-DAY

• You will analyze customer processes along the client lifecycle, e.g., onboarding, KYC, master data maintenance, customer service, and offboarding, and identify potential for improvement and automation.
• You will gather, structure, and prioritize business and technical requirements, translating them into use cases, user stories, and specifications.
• You will model 'as-is' and 'to-be' processes using BPMN, as well as data and system interdependencies using UML, thereby creating a common language for business and IT.
• You will support the introduction, further development, and integration of CRM solutions (e.g., Salesforce, Microsoft Dynamics 365), from conception through testing and acceptance to go-live.
• You will moderate workshops with stakeholders from business, IT, and operations, identify options and dependencies, and prepare decision papers for management.
• You will ensure traceability from business objectives through requirements to the implemented solution.
• As a senior, you will take responsibility for sub-projects or workstreams and pass on your knowledge to junior colleagues.

YOUR CAPCO FIT

• At least 3 years of consulting experience, ideally in management or IT consulting with a focus on Financial Services.
• At least 3 years of experience with CRM topics and tools, particularly in projects for the introduction, further development, or integration of CRM systems.
• In-depth industry knowledge in the banking or insurance sector, especially concerning customer processes and client lifecycle management.
• Solid methodological expertise in business analysis: requirements management, process modeling with BPMN and UML, and experience with agile and traditional project methodologies.
• Demonstrable project experience at the interface between business and IT.
• Quick learner: You will quickly familiarize yourself with new topics, systems, and client environments and deliver added value early on.
• You are motivated, proactive, and solution-oriented, take responsibility, and convince with clear, structured communication.
• Native-level German language skills (C1/C2) are a must; very good English skills complete your profile.

BONUS POINTS FOR

• Experience with regulatory requirements in the customer environment, e.g., KYC/AML, MiFID II or FIDLEG, or data protection (DSG/GDPR).
• Experience with related topics such as Customer Data Management, Omnichannel, Marketing Automation, or Customer Experience.
• Certifications in Business Analysis or CRM (e.g., IREB CPRE, CBAP, Salesforce certifications).
• Experience in agile setups (Scrum, SAFe) as a Business Analyst or Product Owner.

Inclusion at Capco

We are committed to a barrier-free and accessible application process. If you require support or adjustments at any stage, please let us know – we are happy to help. We value diverse perspectives and backgrounds. At Capco, we believe that individuality is a strength. Our #BeYourselfAtWork culture promotes diversity and collaboration – and shapes how we work with our clients and each other every day.