Infosys Consulting is the worldwide management and IT consultancy unit of the Infosys Group (NYSE: INFY), a global advisor to leading companies for strategy, process engineering, and technology-enabled transformation programs.

We partner with clients to design and implement customized solutions to address their complex business challenges, and to help them in a post-modern ERP world. By combining creative and human-centric approaches with the latest technological advances, we enable organizations to reimagine their future and create sustainable and lasting business value.

A pioneer in breaking down the barriers between strategy and execution, Infosys Consulting delivers superior business value to its clients by advising them on strategy and process optimisation as well as IT-enabled transformation. To find out how we go beyond the expected to deliver the exceptional, visit us at www.infosysconsultinginsights.com Infosys Consulting - a real consultancy for real consultants.

Infosys Consulting is seeking an experienced Principal Design Consultant to support a major CRM transformation initiative within a leading Institutional Banking environment. This role will work closely with the Chief Product Owner (CPO) to translate the approved CRM target-state vision into detailed, delivery-ready business and functional requirements.

The successful candidate will bring strong expertise in Microsoft Dynamics 365 , business process design, and CRM transformation programmes, with the ability to bridge business and technology teams while driving tangible outcomes.

Company: Infosys Consulting

Role: Principal Design Consultant

Location: Sydney

Employment Type: Permanent / Fixed Term Contract 12 Months

Key Responsibilities

- Partner with the CPO to develop and maintain detailed design documentation, business requirements,



and delivery artefacts.
- Analyse and document current-state (As-Is) and future-state (To-Be) processes for the organisation's three prioritised CRM workflows.
- Review process mining and task mining insights to identify operational inefficiencies, pain points, and process improvement opportunities.
- Translate future-state business designs into prioritised epics, user stories, and Q1 delivery requirements.
- Create and refine a delivery-ready backlog aligned to business priorities and strategic objectives.
- Classify requirements as Out-of-the-Box (OOTB) , Configuration , or Customisation to support effective Dynamics 365 implementation and minimise technical debt.
- Conduct dependency analysis across business units and functions, identifying process hand-offs, sequencing considerations, and delivery risks.
- Facilitate workshops and stakeholder engagement sessions to validate requirements and build consensus.
- Develop an end-to-end execution plan, including governance models, RACI matrices, roadmap development, and programme setup activities.
- Establish and maintain programme management artefacts, including Confluence spaces and JIRA boards.
- Support Agile delivery practices and ensure traceability between business objectives, requirements, and implementation outcomes.

Required Skills & Experience

- Minimum 6+ years of professional experience in CRM, business transformation, process design, or consulting roles.




- Proven experience delivering CRM transformation programmes within complex enterprise environments.
- Strong experience working within Institutional Banking or Corporate Banking organisations.
- Hands-on functional experience with Microsoft Dynamics 365 Customer Engagement (CRM) .
- Demonstrated expertise in business process mapping, requirements gathering, and solution design.
- Strong stakeholder engagement and workshop facilitation skills.
- Experience translating business requirements into implementation-ready epics, features, and user stories.
- Knowledge of Agile delivery methodologies, including JIRA and Confluence.

Preferred Qualifications

- Experience across the broader Microsoft ecosystem , including Power Platform, Azure, and Microsoft 365.
- Exposure to process mining and task mining tools.
- Consulting experience within financial services transformation programmes.
- Familiarity with CRM governance, operating models, and change management practices.

Key Competencies

- Strategic thinking with strong execution focus.
- Excellent analytical and problem-solving skills.
- Ability to influence senior stakeholders and drive alignment.
- Strong communication and presentation skills.
- Collaborative and outcome-oriented mindset.
- Ability to manage competing priorities in fast-paced transformation environments.

Why Join Infosys Consulting? This is an opportunity to play a key role in a high-profile CRM transformation programme, helping shape future-state customer engagement capabilities within a leading financial services organisation. You will work alongside senior business and technology leaders while leveraging cutting-edge Microsoft technologies to deliver meaningful business outcomes.

📌 Principal Design Consultant (Sydney)
🏢 Infosys Consulting
📍 Sydney