Dynamics 365 CE Business Analyst – Global End User

Location: London (Hybrid and flexible for the right person)

Employment Type: Perm

Salary: £50,000 - £70,000 DOE

(Interviews to be held this week)

Our client, a global organisation undergoing significant CRM transformation, is expanding its in‑house Dynamics capability and is looking for a Dynamics 365 Customer Engagement (CE) Business Analyst to join the team permanently. You will work alongside an already established Senior/Lead BA (currently engaged on a contract basis) and play a key role in shaping and maturing the organisation’s internal CE function.

This is an exciting opportunity to influence a multi‑region digital transformation programme, acting as the bridge between the business and technology to ensure Dynamics 365 CE delivers maximum value across Sales, Marketing and Customer Service functions.

Key Responsibilities

• Engage with global business stakeholders to understand requirements, processes and pain points across Sales, Marketing, Customer Service and wider commercial functions.
• Translate business needs into clear, structured functional requirements, user stories and acceptance criteria.
• Facilitate workshops, process mapping and solution‑design discussions.
• Support ongoing roadmap planning, enhancements and optimisation of the CE platform.
• Work closely with developers, solution architects and external partners to ensure solutions are aligned with business goals.
• Support configuration, testing (SIT/UAT), and deployment for new features and enhancements.
• Analyse data, KPIs, and system usage to identify opportunities for continuous improvement.
• Contribute to the long-term CE strategy as the organisation builds its permanent internal CRM capability.
• Build strong relationships with stakeholders across multiple regions and business units.
• Communicate progress, risks and recommendations clearly and effectively.
• Provide training, support and guidance to end users, ensuring high adoption levels.
• Act as the internal subject matter expert for Dynamics 365 CE, with experience across modules such as:
• Sales Hub
• Customer Insights (Journeys/Data)
• Customer Service
• Lead & Opportunity Management
• Case Management

Skills & Experience Required

• Proven experience as a Business Analyst within an end‑user or partner environment.
• Strong Dynamics 365 CE functional knowledge, Ideally 4+ years which have ideally been across Sales, Customer Insights, and Customer Service.
• Experience delivering CRM enhancements, new features, integrations or optimisation projects.
• Solid understanding of core business processes
• Experience running workshops, building requirements, mapping processes, and working with cross‑functional teams.
• Excellent communication skills and the ability to work with both technical and non‑technical stakeholders.
• Agile delivery experience is a bonus

CLICK APPLY / send your CV to Raimico.hitchen@opusrs.com

(This can’t offer sponsorship for this role)