Senior Consultant – Consumer Sector

About the role

We are seeking a Senior Consultant with deep business and functional expertise in the Consumer Sector, ideally with experience in government or regulatory environments. The role focuses on analysing current consumer‑related processes, defining future digital solutions, and guiding implementation teams to deliver efficient, digitised services.

Key responsibilities

• Provide senior‑level consulting for consumer‑related services and systems.
• Analyse existing business processes, policies, regulations and identify opportunities for simplification, automation and digitisation.
• Document As‑Is and To‑Be processes, business and functional requirements.
• Translate requirements into clear functional and system specifications for technical teams.
• Collaborate with product owners, solution architects, developers, data teams and project managers.
• Support design and implementation of digital consumer services, including complaint handling, inspections and regulatory actions.
• Define business rules, workflows, roles, permissions and approval processes.
• Assist with integration requirements between consumer systems, CRM, mobile/web channels, payment and identity services.
• Ensure functional requirements are reflected in Microsoft Dynamics 365 CRM.
• Prepare functional specifications, user stories, use cases, process maps and acceptance criteria.
• Participate in solution design workshops, UAT preparation and issue resolution.
• Analyse service performance and recommend improvements to enhance customer experience.

Required profile

• Senior‑level experience in business and functional consulting for consumer‑focused or government services.
• Strong knowledge of consumer protection, regulatory compliance and inspection processes.
• Proven ability to analyse complex processes and design digital transformation solutions.
• Excellent communication skills to work with both business stakeholders and technical teams.
• Experience preparing functional specifications, user stories and supporting UAT activities.

Required skills

• Microsoft Dynamics 365 CRM