D365 CRM Business Analyst - Contact Centre

Lead Business Analyst – Microsoft Dynamics 365 CRM<br />Contract, Inside IR35, Hybrid working (London or York)<br /><br />CRM &amp; Contact Centre Transformation<br /><br />We're looking for an experienced Lead Business Analyst to play a key role within a large-scale CRM &amp; Contact Centre Transformation programme. You'll lead a team of Business Analysts, working closely with business and technology stakeholders to define, analyse and deliver high-quality requirements across Microsoft Dynamics 365 CRM and Contact Centre as a Service (CCaaS) solutions supporting multiple business areas.<br /><br />Key Responsibilities<br /><br />Lead business analysis activities across CRM and CCaaS initiatives, capturing and documenting both business and technical requirements.<br /><br />Guide the design of end-to-end business processes, including integrations between source systems, third-party applications and CRM platforms.<br /><br />Produce and oversee high-quality analysis artefacts, including user stories, acceptance criteria, process maps, data mappings and interaction flows.<br /><br />Collaborate with Solution Architects and Engineering teams to develop practical solutions aligned with enterprise standards.<br /><br />Support the adoption of automation and AI-enabled capabilities within CRM and contact centre platforms.<br /><br />Ensure requirements address data quality, governance, security, regulatory compliance and operational resilience.<br /><br />Facilitate workshops and requirements sessions with business stakeholders, SMEs and technical teams.<br /><br />Support Agile delivery by managing backlog refinement, prioritisation and ensuring stories are ready for development.<br /><br />Skills &amp; Experience<br />Essential<br /><br />Proven experience leading Business Analysis teams on complex technology transformation programmes.<br /><br />Strong experience with Microsoft Dynamics 365 Customer Engagement (D365 CE) , the Power Platform , and/or CCaaS solutions.<br /><br />Excellent requirements gathering and documentation skills, particularly for integration and data-focused projects.<br /><br />Experience producing clear analysis deliverables for technical and delivery teams.<br /><br />Strong understanding of Agile methodologies and experience working with Product Owners and cross-functional delivery teams.<br /><br />Excellent stakeholder management, communication and workshop facilitation skills.<br /><br />Comfortable working in fast-paced environments where requirements evolve throughout delivery.<br /><br />Desirable<br /><br />Experience with system integrations, APIs or data ingestion projects.<br /><br />Exposure to Microsoft Contact Centre technologies.<br /><br />Knowledge of data governance, data quality and regulatory requirements.<br /><br />Experience supporting automation or AI-driven business processes.<br /><br />Previous experience within the insurance or wider financial services sector.<br /><br />#J-18808-Ljbffr