Dynamics 365 Specialist - Systems Analyst Location: Hybrid Working Salary: Competitive + Excellent Benefits We're now looking for a business systems specialist (Dynamics 365) to lead the development, optimisation and adoption of the Microsoft Dynamics 365 platform and help shape the future of the business systems landscape. Key Responsibilities Act as the primary business partner for Dynamics 365 users across the organisation Build strong stakeholder relationships and understand business challenges and requirements Lead regular business change forums and user engagement activities Develop and maintain a prioritised Dynamics 365 product roadmap Identify opportunities for process automation, efficiency gains and service improvements Translate business requirements into practical system solutions and enhancements Manage Dynamics 365 support activities, ensuring issues are resolved within agreed SLAs Coordinate development, testing and deployment of system changes Deliver user training and support to encourage system adoption and best practice Analyse customer and business feedback to drive continuous improvement Ensure data integrity, governance and GDPR compliance across business applications Collaborate with internal teams and external technology partners to deliver successful outcomes About You Strong depth of understanding of capabilities of the system and a track record of implementing operational change. Proven track record of driving continuous improvement in CRM processes, systems and strategies based on feedback, metrics and industry best practices. Experience in enhancing systems with other business solutions to ensure a seamless end-to-end customer experience across all touch points Proficiency in training end-users on CRM systems and processes, driving user adoption and managing change effectively to ensure the successful implementation and utilisation of CRM solutions. Strong understanding of customer needs, preferences and behaviours and a commitment to delivering exceptional customer experiences through personalised and targeted interactions. Ability to analyse customer data, identify trends, patterns and insights, and translate them into actionable strategies to improve customer engagement, retention and lifetime value. Experience in managing customer data effectively, ensuring data integrity and implementing data quality processes. This includes data segmentation, cleansing and deduplication. Stakeholder Management: Able to adapt to their audience, present training and communications using a range of channels and forums. Experience in collaborating with cross-functional teams, including sales, marketing, IT and senior management, to align systems with organisational goals and priorities. Essential Skills & Experience Strong hands-on experience with Microsoft Dynamics 365 Demonstrable experience delivering operational and business process improvements through technology Experience integrating CRM and business systems to improve customer journeys Strong analytical and problem-solving skills Excellent communication and presentation skills Experience managing stakeholder relationships across multiple business functions Customer-focused approach with a passion for continuous improvement Strong understanding of data quality, governance and customer data management Experience supporting change management and driving user adoption