D365 CRM Business Analyst - Contact Centre

We’re looking for an experienced Lead Business Analyst to play a key role within a large-scale CRM & 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., * Lead business analysis activities across CRM and CCaaS initiatives, capturing and documenting both business and technical requirements.

• Guide the design of end-to-end business processes, including integrations between source systems, third-party applications and CRM platforms.
• Produce and oversee high-quality analysis artefacts, including user stories, acceptance criteria, process maps, data mappings and interaction flows.
• Collaborate with Solution Architects and Engineering teams to develop practical solutions aligned with enterprise standards.
• Support the adoption of automation and AI-enabled capabilities within CRM and contact centre platforms.
• Ensure requirements address data quality, governance, security, regulatory compliance and operational resilience.
• Facilitate workshops and requirements sessions with business stakeholders, SMEs and technical teams.
• Support Agile delivery by managing backlog refinement, prioritisation and ensuring stories are ready for development.

• Proven experience leading Business Analysis teams on complex technology transformation programmes.
• Strong experience with Microsoft Dynamics 365 Customer Engagement (D365 CE), the Power Platform, and/or CCaaS solutions.
• Excellent requirements gathering and documentation skills, particularly for integration and data-focused projects.
• Experience producing clear analysis deliverables for technical and delivery teams.
• Strong understanding of Agile methodologies and experience working with Product Owners and cross-functional delivery teams.
• Excellent stakeholder management, communication and workshop facilitation skills.
• Comfortable working in fast-paced environments where requirements evolve throughout delivery., * Experience with system integrations, APIs or data ingestion projects.
• Exposure to Microsoft Contact Centre technologies.
• Knowledge of data governance, data quality and regulatory requirements.
• Experience supporting automation or AI-driven business processes.
• Previous experience within the insurance or wider financial services sector.