Senior Consultant - Consumer Section

Role Overview

Key Responsibilities

• Analyze consumer-sector processes, policies, regulations, and operational procedures.
• Optimize services through process simplification, automation, digitization, and service improvement.
• Document current-state and future-state processes and gather business and functional requirements.
• Define workflows, business rules, permissions, approvals, and case-management processes.
• Support digital consumer services, system integrations, CRM solutions, and technical solution alignment.
• Prepare specifications, user stories, use cases, process maps, and acceptance criteria.
• Coordinate UAT scenarios, validation, defect resolution, change management, and business readiness.
• Use customer feedback, operational data, and service KPIs to recommend improvements.

Mandatory Requirements

• At least 8 years of business or functional consulting experience is required.
• Strong consumer protection, consumer affairs, regulatory services, and government-process experience is required.
• Experience in business process analysis, optimization, requirements gathering, and functional analysis is required.
• Experience designing and implementing digital government services is required.
• Experience with CRM-based solutions is required; Microsoft Dynamics 365 CRM or Dataverse is preferred.
• Experience with functional specifications, user stories, process maps, acceptance criteria, UAT, and defect management is required.
• Strong analytical, problem-solving, communication, and stakeholder-management skills are required.
• Strong English communication skills are required.

Preferred Experience

• Experience with consumer complaints, case management, regulatory enforcement, inspections, fraud, violations, price monitoring, or investigations is desirable.
• Experience integrating with government entities, external providers, mobile or web services, dashboards, Power Platform, or Power BI is desirable.

Preferred Certifications

• Business Analysis or CBAP certification, BPM certification, Microsoft Dynamics 365 Functional Consultant certification, or another relevant digital-transformation certification is desirable.