Functional Consultant (D365 - Customer Insights and Journeys) in Birmingham

Job Description

Role: Functional Consultant – Dynamics 365 CE (Customer Insights & Journeys) Location: Birmingham (Hybrid: 1 – 2 Days a Month On-Site) Salary: £45,000 – £56,500Contract: Fixed-Term (12 Months)

Network IT are supporting our clients large-scale digital customer engagement transformation, we are seeking an experienced Functional Consultant to act as the functional lead for Microsoft Dynamics 365 Customer Engagement (CE). More specifically, Customer Insights and Customer Journeys, supporting the organisation in delivering data-driven, personalised customer experiences at scale.This is a senior, hands-on role within IT Services, combining functional leadership, solution design, and delivery accountability.

Role Overview and ResponsibilitiesAs the Functional Lead for Dynamics 365 CE, you will own the functional design, configuration, and optimisation of Customer Insights and Customer Journeys, ensuring the platform delivers measurable business value and aligns with wider digital strategy.You will work closely with Business Analysts, architects, delivery teams, and stakeholders to shape how customer data, engagement, and automation are designed and implemented across the organisation.

Key responsibilities include:

• Acting as functional lead for Dynamics 365 CE, with deep ownership of Customer Insights and Customer Journeys capabilities.
• Leading functional solution design across customer data platforms, engagement journeys, and integrated digital services.
• Translating business requirements into scalable Dynamics 365 CE solutions, balancing functionality, usability, security, and performance.
• Providing functional leadership across the full delivery life cycle – requirements, configuration, testing, release, and third-line support.
• Advising on best practice use of customer data, segmentation, orchestration, and insight-driven journeys.
• Overseeing functional testing, traceability, and assurance for Dynamics 365 CE implementations.
• Collaborating with technical teams to ensure integrations, data flows, and solutions align with enterprise architecture.
• Supporting stakeholder engagement and acting as a trusted advisor on customer engagement technologies and platforms.
• Driving continuous improvement, innovation, and adoption across the Dynamics 365 CE estate.

Essential Skills and ExperienceTo be successful in this role, you will bring:

• Proven experience as a Functional Consultant or Functional Lead for Microsoft Dynamics 365 CE.
• Hands-on expertise with Dynamics 365 Customer Insights and Customer Journeys, including configuration and functional design.
• Strong understanding of customer data platforms, segmentation, engagement orchestration, and analytics.
• Experience delivering enterprise-scale solutions across the full software delivery life cycle.
• Ability to lead functional design decisions and influence solution direction.
• Strong stakeholder management skills and the ability to bridge business, technical, and delivery teams.
• Experience working in Agile or hybrid delivery environments.
• Excellent analytical and problem-solving skills, with a pragmatic, delivery-focused mindset.

Desirable Experience

• Experience integrating Dynamics 365 CE with wider digital platforms and data services.
• Exposure to UX, usability, and customer experience design principles.
• Experience in large, complex organisations.
• Involvement in supplier management, vendor-led delivery, or procurement activity.