Lead Business Analyst – Microsoft Dynamics 365 CRM

Contract, Inside IR35, Hybrid working (London or York)

CRM & Contact Centre Transformation

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.

Key Responsibilities

• 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.

Skills & Experience

Essential

• 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.

Desirable

• 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.

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