Senior Dynamics 365 CRM Functional Consultant & Product Owner

Job Location: London, UK (Hybrid - 4 days per week from office)

Job Type: Contract (6 months) / Permanent

Role Summary:

We are seeking a highly skilled Dynamics 365 CRM Functional Consultant and Product Owner to lead the design, evolution, and optimization of our Microsoft Dynamics 365 Customer Engagement platform. The successful candidate will possess expertise in Dynamics 365 Sales, Customer Service, and Customer Insights, coupled with exceptional Business Analysis, Requirements Gathering, Stakeholder Management, and Agile Product Ownership capabilities. This role will act as the bridge between business stakeholders and technical delivery teams, ensuring business requirements are translated into scalable CRM solutions while driving the strategic product roadmap and prioritization of features that deliver measurable business value.

Key Responsibilities:

• Product Ownership & Roadmap Management: Own and manage the Dynamics 365 CRM product roadmap. Define and prioritize business capabilities, features, and enhancements aligned with strategic objectives. Collaborate with business leaders to identify opportunities for process improvement and digital transformation. Create and maintain product backlogs, epics, features, and user stories. Lead roadmap planning sessions and quarterly prioritization activities. Define success metrics, KPIs, and adoption measures for CRM initiatives. Balance business value, technical feasibility, risk, and cost when prioritizing requirements.
• Functional Consulting:
  • Dynamics 365 Sales: Design and optimize lead-to-opportunity and opportunity-to-cash processes. Support forecasting, territory management, sales pipelines, and relationship selling processes. Leverage integrated Microsoft tools including Power Platform and Copilot capabilities.
  • Dynamics 365 Customer Service: Design customer support and case management solutions. Improve service delivery processes, SLA management, knowledge bases, and customer self-service experience. Support customer experience and service transformation initiatives.
  • Dynamics 365 Customer Insights: Design customer segmentation and audience strategies. Develop customer journey and engagement use cases. Support customer analytics and insight-driven decision making. Collaborate with business teams to leverage customer intelligence for growth and retention initiatives.
• Business Analysis & Requirements Management: Facilitate workshops with business stakeholders across multiple departments. Elicit, analyze, document, and validate business requirements. Translate business needs into functional specifications and user stories. Document current-state and future-state processes. Produce process maps, customer journeys, business capability models, and solution designs. Define acceptance criteria and support User Acceptance Testing (UAT). Manage requirement traceability throughout the project lifecycle.
• Agile Delivery Leadership: Act as Product Owner within Agile teams. Lead sprint planning, backlog grooming, sprint reviews, and retrospectives. Prioritize and refine user stories with development teams. Work closely with Solution Architects, Developers, QA teams, and business stakeholders. Drive continuous improvement and iterative delivery practices. Ensure alignment between roadmap objectives and sprint deliverables.
• Stakeholder Management: Build strong relationships with senior business and technology stakeholders. Present solution options, recommendations, and business cases. Influence decision-making at both operational and executive levels. Facilitate workshops and steering committee discussions. Act as the trusted advisor for CRM strategy and solution adoption.

Required Skills & Experience:

• Dynamics 365 Expertise: Essential: 10+ years of Dynamics 365 CE / CRM experience. Strong functional expertise in Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Customer Insights. Experience designing end-to-end CRM business processes. Strong understanding of Microsoft's CRM ecosystem and roadmap.
• Desirable: Dynamics 365 Customer Insights Journeys, Dynamics 365 Customer Voice, Microsoft Copilot for Dynamics 365, Power Apps, Power Automate, Dataverse.
• Business Analysis: Expert requirements elicitation and documentation capabilities. Process modelling (BPMN, Visio or equivalent). Business capability mapping. Gap analysis and solution assessment. Customer journey mapping. Benefits realization and KPI definition.
• Agile & Product Management: Proven Product Owner experience. Strong backlog management experience. User story and acceptance criteria definition. Agile delivery leadership. Experience with Azure DevOps and/or Jira. Roadmap planning and prioritization frameworks.

Key Competencies: Strategic Thinking, Product Management, CRM Solution Design, Business Analysis, Stakeholder Engagement, Requirements Gathering, Facilitation and Workshop Leadership, Agile Delivery, Customer-Centric Mindset, Analytical Problem Solving, Exceptional Communication Skills, Leadership and Influence.

Success Measures: The successful candidate will: Deliver a clear and business-aligned Dynamics 365 roadmap. Increase CRM adoption and business value realization. Translate complex business needs into actionable Product Backlog items. Improve customer acquisition, service performance, and customer experience outcomes. Ensure successful delivery of CRM enhancements using Agile methodologies. Act as the strategic owner of the Dynamics 365 Customer Engagement platform and its future evolution.