Dynamics 365 Customer Engagement (CE) Business Analyst
Location: Midlands (2 days per week on‑site, 3 days remote)
Employment Type: Permanent
Industry: End User
About the Role
The organisation is investing heavily in its digital transformation and is seeking a skilled D365 CE Business Analyst to play a pivotal role in shaping, optimising, and enhancing its CRM capability. This is a hands‑on, business‑facing role where you’ll work closely with stakeholders across Sales, Marketing, Customer Service, and Operations to ensure Dynamics 365 CE is delivering maximum value.
You’ll act as the functional expert for D365 CE, translating business needs into clear requirements, driving process improvement, and supporting ongoing enhancements across the platform.
Key Responsibilities
Business Analysis & Requirements Gathering
* Engage with stakeholders to understand business processes, challenges, and improvement opportunities.
* Translate business needs into detailed functional requirements, user stories, and acceptance criteria.
* Facilitate workshops, discovery sessions, and process mapping activities.
Dynamics 365 CE Functional Ownership
* Serve as the internal subject matter expert for D365 CE modules (Sales, Customer Service, Marketing).
* Configure and customise CE using out‑of‑the‑box capabilities, workflows, business rules, and Power Platform components.
* Support solution design, ensuring alignment with best practice and platform governance.
Process Improvement & Change Enablement
* Analyse existing processes and recommend optimisations aligned to CRM capabilities.
* Support user adoption through training, documentation, and hands‑on guidance.
* Champion continuous improvement and help embed CRM as a core business tool.
Project & Delivery Support
* Work with internal teams and external partners to deliver enhancements, upgrades, and new features.
* Support testing cycles (SIT, UAT), ensuring solutions meet business expectations.
* Contribute to roadmap planning and prioritisation of CRM initiatives.
Skills & Experience Required
Essential
* Proven experience as a Business Analyst working with Dynamics 365 CE / CRM in an end‑user or partner environment.
* Strong understanding of CE modules: Sales, Customer Service, Marketing (or equivalent).
* Ability to map processes, gather requirements, and translate them into functional specifications.
* Hands‑on experience with Power Platform (Power Automate, Power Apps, Dataverse).
* Excellent communication skills with the ability to influence and engage stakeholders at all levels.
* Strong analytical mindset and problem‑solving capability.
Desirable
* Experience working in Agile delivery environments.
* Exposure to integrations, APIs, or working alongside technical teams.
* Knowledge of data governance, security roles, and environment management.
* Experience supporting CRM change management and adoption programmes.
What’s on Offer
* Hybrid working model: 2 days per week in the Midlands office.
* Opportunity to shape and mature a growing D365 CE environment.
* Collaborative culture with strong investment in digital transformation.
* Competitive salary and benefits package