Lead Business Analyst - D365 CRM

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.

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.