Senior Consultant - CRM Financial Services

Job Type: Permanent Work Model: Hybrid Reference code: 135102 Primary Location: Toronto, ON All Available Locations: Toronto, ON; Montreal, QC; Ottawa, ON; Quebec City, QC Our Purpose At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians. By living our Purpose, we will make an impact that matters. • Have many careers in one Firm. • Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness. • Learn from deep subject matter experts through mentoring and on the job coaching -- What will your typical day look like? As a Senior Consultant specializing in Financial Services CRM and Salesforce, you will work with leading financial institutions to deliver CRM transformation and digital modernization initiatives. You will collaborate closely with business and technology stakeholders to understand client needs, define target-state processes, and translate requirements into scalable Salesforce-based solutions. In this role, you will: • Lead discovery sessions, requirements workshops, and stakeholder discussions with Financial Services clients. • Analyze business processes, customer journeys, and operating models, translating them into CRM capabilities, functional requirements, user stories, and acceptance criteria. • Support end-to-end solution design by leveraging Salesforce capabilities, including Financial Services Cloud (FSC), Sales Cloud, Service Cloud, and, where applicable, nCino solutions, while promoting fit-to-standard approaches. • Facilitate current-state and future-state process design across areas such as sales and opportunity management, client servicing, and case management. • Collaborate with solution architects, developers, integration, data, and testing teams to ensure business requirements are implemented effectively. • Manage and refine product backlogs, participate in sprint planning, story refinement, demonstrations, and business validation activities. • Identify functional dependencies, risks, and design decisions, driving resolution with stakeholders across business and technology teams. • Support system integration testing (SIT), user acceptance testing (UAT), release readiness, and user adoption activities. • Provide mentorship and day-to-day guidance to consultants and business analysts within the project team. • Facilitate client interactions and produce project deliverables in both French and English. About the team Our Customer and Digital Transformation practice helps organizations reimagine how they engage with customers through modern CRM platforms and digital capabilities. Working alongside multidisciplinary teams of business, technology, and industry specialists, we support clients through strategy, design, implementation, and adoption of enterprise CRM solutions. As part of our Financial Services team, you will help banks, wealth management firms, and other financial institutions transform customer experiences, streamline operations, and unlock greater value from Salesforce Financial Services Cloud (FSC) and nCino technologies. You will work on complex, market-leading transformation initiatives while developing deep expertise in Financial Services processes, lending operations, and CRM best practices. Enough about us, let's talk about you You are a collaborative and client-focused professional with strong consulting and business analysis experience, and a passion for delivering digital transformation solutions within Financial Services. You possess: • 5 to 6+ years of experience in consulting, business analysis, product ownership, functional consulting, or related delivery roles. • Demonstrated experience working within Financial Services, preferably in banking, wealth management, or a related sector. • Experience delivering CRM transformation programs, with Salesforce platform experience strongly preferred. • Hands-on knowledge of Salesforce Financial Services Cloud (FSC), Sales Cloud, and/or Service Cloud is considered a strong asset. Experience with nCino Bank Operating System and related banking transformation initiatives is also highly desirable. • Experience delivering Salesforce FSC and/or nCino solutions for banking or other Financial Services organizations. • Strong understanding of Agile delivery methodologies, including backlog management, user stories, acceptance criteria, sprint planning, and iterative delivery. • Excellent requirements gathering, process mapping, and functional design capabilities. • Strong stakeholder management, facilitation, communication, and problem-solving skills. • Experience working collaboratively with business and technical teams in complex transformation environments. • Professional proficiency in both French and English, including the ability to facilitate workshops, communicate with stakeholders, and prepare project deliverables in both languages. Preferred qualifications: • Salesforce certifications (Administrator, Business Analyst, Sales Cloud Consultant, Service Cloud Consultant, Financial Services Cloud) and/or nCino certifications. • Experience supporting large-scale CRM or digital transformation initiatives within Financial Services organizations. • Experience working in Agile delivery environments and cross-functional teams. Positions based in Quebec: Bilingualism in French and English is required for this position due to the nature of the role having interactions with National & Global clients and project teams. Total Rewards The salary range for this position is $80,000 - $138,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver. Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure. Our promise to our people: Deloitte is where potential comes to life. Be yourself, and more. We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance. You shape how we make impact. Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences