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Senior IT Officer, Technical CRM Product Owner

2 months ago

Washington, Washington, D.C., United States international finance corporation Full time
About the Role

We are seeking a highly skilled and experienced Senior Client Relationship Management (CRM) Functional Expert to join our dynamic team at the International Finance Corporation (IFC).

Key Responsibilities
  • Guide the design and optimization of customer experience journeys within the CRM platform to enhance customer satisfaction and engagement.
  • Analyze, design, and optimize business workflows within the CRM platform to improve operational efficiency.
  • Collaborate with business stakeholders to gather and analyze business requirements and translate them into functional specifications.
  • Lead the overall functional design of the CRM platform, ensuring it supports the strategic goals and operational needs of IFC.
  • Provide functional guidance to the implementation team on configuring the CRM platform to meet business needs.
  • Work closely with IT and other stakeholders to integrate the CRM platform with other business applications and technologies.
  • Conduct thorough testing to ensure functionality and reliability, and troubleshoot issues promptly.
  • Define and implement relevant metrics to monitor and analyze usage and performance, identifying areas for improvement.
  • Prepare and maintain detailed documentation, including functional design, configurations, user guides, and training materials.
Requirements
  • Master's degree in Information Technology, Business Administration, Computer Science, or a related field.
  • Minimum of 8+ years of relevant experience in Financial Services CRM platforms, with at least 3+ years in a senior or lead role implementing a CRM platform in global private sector investment banks.
  • Proven expertise in Financial Services CRM solutions or equivalent platforms.
  • Demonstrated analytical and problem-solving skills, with the ability to make sound decisions based on data and analysis.
  • Strong project management capabilities, with the ability to execute against agile/hybrid-agile methodologies.
  • Excellent communication and interpersonal skills, with the ability to work collaboratively with diverse teams and stakeholders.
About the Company

The International Finance Corporation (IFC) is a member of the World Bank Group and the largest global development institution focused on the private sector in emerging markets. We work in over 100 countries, using our capital, expertise, and influence to create markets and opportunities.

Our mission is to leverage the power of the private sector to end extreme poverty and boost shared prosperity on a livable planet.

The Corporate Information Technologies Department (CIT) is responsible for leveraging Information Technology to enable IFC's strategic priorities and support IFC's business and operations.