Senior Consultant Consumer Sector

Job Role: Senior Consultant – Consumer Sector

Role Overview
We are looking for a highly experienced Senior Consultant with strong business and functional expertise in the Consumer Sector, preferably with experience in government entities, regulatory organizations, consumer protection, inspection, complaints management, and digital government services. The consultant will be responsible for understanding business requirements, reviewing and optimizing existing consumer-related processes, translating business requirements into functional and system requirements, and working closely with IT, business owners, solution architects, and development teams to deliver effective digital solutions.

Key Responsibilities

• Provide senior-level business and functional consulting for consumer-related services and systems.


• Understand and analyze consumer-sector business processes, policies, regulations, and operational procedures.


• Review existing consumer services and identify opportunities for process simplification, automation, digitization, and service improvement.


• Analyze and document current ("As-Is") and future ("To-Be") business processes.


• Gather, analyze, and document business and functional requirements.


• Translate business requirements into clear functional and system requirements for technical teams.


• Work closely with business stakeholders, product owners, solution architects, developers, data teams, and project managers.


• Support the design and implementation of digital consumer services.


• Review and improve workflows related to consumer complaints, reports, cases, inspections, violations, and regulatory actions, where applicable.


• Define business rules, validation rules, workflows, roles, permissions, and approval processes.


• Identify opportunities to integrate consumer services with other government and external systems.


• Support integration requirements between consumer systems, CRM, mobile/web channels, payment systems, identity services, and other relevant platforms.


• Ensure that functional requirements are properly reflected in Microsoft Dynamics 365 CRM and related systems.


• Work with technical teams to ensure that the solution design meets the business requirements.


• Prepare functional specifications, user stories, use cases, process maps, business rules, and acceptance criteria.


• Participate in solution design workshops and requirements-gathering sessions.
  Support User Acceptance Testing (UAT), including preparation of test scenarios and validation of delivered functionality.


• Review UAT results and coordinate the resolution of functional issues.


• Support change management and business readiness activities.


• Analyze service performance and recommend improvements based on customer feedback, operational data, and service KPIs.


• Provide recommendations for improving the customer experience and reducing service processing time.


• Support management in identifying opportunities for further digital transformation within the Consumer Sector.


• Prepare presentations, business cases, process documentation, and recommendations for senior management.
  Mandatory Requirements


• Minimum 8+ years of experience in business/functional consulting, preferably within government, regulatory, consumer protection, or similar environments.


• Strong experience in Consumer Protection / Consumer Affairs / Regulatory Services.


• Strong understanding of consumer-related government processes and services.


• Proven experience in business process analysis and optimization.


• Strong experience in requirements gathering and functional analysis.


• Experience designing and implementing digital government services.


• Experience with CRM-based solutions, preferably Microsoft Dynamics 365 CRM / Dataverse.


• Strong understanding of workflows, business rules, case management, complaints management, and service delivery processes.


• Experience preparing functional specifications, user stories, process maps, and acceptance criteria.


• Experience working with technical teams and translating business requirements into technical requirements.


• Experience with UAT planning, execution, and defect management.


• Strong understanding of digital transformation and service automation.


• Strong analytical and problem-solving skills.


• Excellent communication and stakeholder-management skills.


• Strong English communication skills.

Preferred Experience

• Experience in one or more of the following areas would be highly desirable:


• Consumer complaints and case management.


• Consumer protection and regulatory enforcement.


• Consumer inspection and field inspection processes.


• Commercial fraud and consumer violations.


• Product and service complaints.


• Price monitoring and price violations.


• Consumer awareness and engagement services.


• Regulatory investigations and enforcement.


• Integration with government entities and external service providers.


• Mobile and web-based consumer services.


• Data-driven consumer services and dashboards.


• Microsoft Dynamics 365 Customer Service / Case Management.


• Power Platform and Power BI.

Preferred Certifications

• Business Analysis / CBAP or equivalent.


• BPM / Business Process Management certification.


• Microsoft Dynamics 365 Functional Consultant certification.


• Other relevant government digital transformation or service-design certifications.