FDM is a global business and technology consultancy seeking a Dynamics Business Analyst to work for our client within the finance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role based in London.
Our client is seeking a highly skilled and experienced Business Analyst to join their Agent Desktop Programme, focused on transforming operational customer servicing within the financial services sector. This role is pivotal in driving the evolution of our contact centre capabilities, leveraging Microsoft Dynamics to deliver a modern, efficient, and customer-centric service experience.
Responsibilities
1. Lead the analysis and documentation of business requirements for the transformation of work and workflow management capabilities
2. Support the implementation of operational Management Information (MI) solutions aligned with new workflow systems
3. Collaborate with stakeholders to understand and manage the transition from legacy
4. systems to new solutions, ensuring minimal disruption and maximum adoption
5. Work closely with technical teams to integrate Dynamics as the core contact centre and CRM solution
6. Define and support the implementation of case management processes within Dynamics
7. Ensure the presentation of appropriate customer data to agents, enabling a comprehensive -degree view of the customer
8. Facilitate workshops, interviews, and working groups to gather requirements and validate solutions
9. Manage stakeholder expectations, particularly those resistant to change, by providing clear communication, support, and training throughout the transformation journey