D365 Functional Consultant (CRM)

We have an excellent opportunity for a D365 Function consultant to join a growing team in Southampton on a permanent basis. This role is critical to enabling secure, scalable and reliable technology services that underpin their day-to-day operations. Working collaboratively across the organisation, the Business Systems team provides technical leadership, engineering capability and modern platforms that support strategic goals. You will help define the standards, practices and governance that shape how Dynamics 365 is adopted, delivered and evolved. The Opportunity We are looking for experienced and forward-thinking Functional Consultants to provide leadership and domain expertise across key business capabilities within Dynamics 365. Acting as a trusted advisor, you will shape how platforms are adopted, improved and governed. Working closely with business stakeholders, delivery teams and technical specialists, you will ensure solutions deliver measurable value and align to wider organisational priorities. These roles sit within the Business Systems Centre of Excellence, influencing not just what we deliver, but how we deliver it - strengthening standards, governance and ways of working across the organisation. This is an opportunity to solve complex business challenges, improve processes end-to-end, and influence change through strong functional expertise. Specialisms You will provide domain expertise across customer engagement and CRM processes within Dynamics 365 Customer Engagement. You will focus on improving customer journeys, enhancing system adoption and ensuring customer-facing solutions align to user needs and business priorities. What you’ll be responsible for You will:

• Provide functional leadership and act as a trusted advisor to business stakeholders
• Lead functional work packages from design through to business adoption
• Translate business needs into clear functional designs and solution options
• Take a holistic view across processes and domains to identify dependencies and improvements
• Support prioritisation and decision-making through commercial awareness
• Build strong relationships across service leads, delivery teams, users and partners
• Drive continuous improvement across processes and system usage
• Facilitate workshops and communicate effectively with a range of audiences
• Coach and mentor analysts and junior consultants to build team capability

• Experience working with Customer Relationship Management / Customer Engagement platforms
• Strong understanding of customer-facing processes (e.g. sales lifecycle, customer service, case management, engagement journeys)

• Improved customer journeys, system adoption and user experience Desirable

• Experience working within a service-led, product-aligned operating model
• Familiarity with Agile delivery approaches and cross-team collaboration
• Awareness of cloud-based business platforms and integrations
• Understanding of data protection, compliance and enterprise governance

• Competitive salary and pension (up to 12.07% contribution)
• Performance-related bonus (where applicable)
• 28 days annual leave plus bank holidays (increasing with service)
• Enhanced family leave, including paid partner leave
• Hybrid and flexible working options
• Learning and development support, coaching and mentoring
• Volunteering leave and matched fundraising