Sparta Global
Lead Business Analyst - D365 CRM
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Sparta Global are hiring a Lead BA for an initial 6-Month FTC, to work on a D365 CRM programme within a Financial Services client in London.
This role requires 1 day per week onsite in the City of London, and has scope to run until late 2028.
Role Summary:
This is a long term programme, consolidating multiple CRM environments across different geographical locations into one singular MS Dynamics CRM system.
We are seeking a Lead BA to work with senior level stakeholders (incl. C-Suite) across these geographic locations to gain an understanding of customer requirements, and develop the CRM roadmap, articulate investment cases and translate strategic objectives into clear, delivery-ready requirements.
Key Responsibilities:
- Lead Business Analysis activities across a global Dynamics 365 CRM and contact centre transformation.
- Support the development of the strategic roadmap for Dynamics 365 CRM and telephony products.
- Assess existing Dynamics 365 instances and non-Dynamics CRM platforms across multiple regions.
- Engage with C-suite executives and other senior stakeholders to understand strategic priorities, challenges and investment requirements.
- Develop clear business cases for proposed CRM initiatives before detailed requirements and delivery planning begin.
- Articulate the qualitative and quantitative benefits of proposed investments, including cost reduction, efficiency improvements, risk reduction and customer outcomes.
- Translate strategic business objectives into clear business, functional and technical requirements.
- Define end-to-end business processes and customer journeys supported by Dynamics 365 CRM and its contact centre capabilities.
- Map integrations and data flows between Dynamics 365, telephony services, source systems, third-party providers and legacy CRM platforms.
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Essential Experience and Skills:
- Proven experience operating as a Lead Business Analyst on complex Microsoft Dynamics 365 CRM implementations or transformations.
- Experience working specifically with Dynamics 365 CRM applications, such as Customer Service or Sales.
- Experience with Dynamics 365 contact centre, customer service or omnichannel capabilities.
- Experience developing robust business cases to secure investment or programme funding.
- Ability to quantify expected benefits, costs, efficiencies and potential return on investment.
- Experience articulating qualitative benefits, including customer experience, operational resilience and risk reduction.
- Excellent communication and presentation skills, with proven experience engaging C-suite executives and senior decision-makers.
- Strong experience eliciting, analysing and documenting business and technical requirements.
- Experience producing detailed analysis artefacts that can be consumed by technical delivery teams.
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