Dynamics 365 Business Analyst

FDM is a global business and technology consultancy seeking a Dynamics 365 Business Analyst to work for our client within the finance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role based in London.Our client is seeking a highly skilled and experienced Business Analyst to join their Agent Desktop Programme, focused on transforming operational customer servicing within the financial services sector. This role is pivotal in driving the evolution of our contact centre capabilities, leveraging Microsoft Dynamics 365 to deliver a modern, efficient, and customer-centric service experience. ResponsibilitiesLead the analysis and documentation of business requirements for the transformation of work and workflow management capabilitiesSupport the implementation of operational Management Information (MI) solutions aligned with new workflow systemsCollaborate with stakeholders to understand and manage the transition from legacysystems to new solutions, ensuring minimal disruption and maximum adoptionWork closely with technical teams to integrate Dynamics 365 as the core contact centre and CRM solutionDefine and support the implementation of case management processes within Dynamics 365Ensure the presentation of appropriate customer data to agents, enabling a comprehensive 360-degree view of the customerFacilitate workshops, interviews, and working groups to gather requirements and validate solutionsManage stakeholder expectations, particularly those resistant to change, by providing clear communication, support, and training throughout the transformation journey.RequirementsMinimum of 7 years’ experience in operational customer servicing transformation within the financial services sectorHands-on experience with Microsoft Dynamics 365 as a contact centre and CRM solutionStrong understanding of workflow/work management systems and associated operational MIExperience in replacing existing capabilities, not just greenfield implementations – with a focus on change management and stakeholder engagementDeep understanding of case management and customer data presentation within CRM platformsExcellent stakeholder management skills, especially in environments with resistance to changeStrong analytical, problem-solving, and communication skillsAbility to work independently and collaboratively in a fast-paced, transformation-focused environmentExperience in Agile or hybrid delivery methodologies. Familiarity with customer journey mapping and service design principles. Knowledge of regulatory requirements in financial services impacting customer servicing.Why join usCareer coaching, mentoring and access to upskilling throughout your entire FDM careerAssignments with global companies and opportunities to work abroadOpportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your fieldAnnual leave, work-place pension and BAYE share schemeAbout FDMWe are a business and technology consultancy and one of the UK\'s leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 3,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index. Diversity and InclusionFDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.