We are supporting a leading enterprise organisation as they invest heavily in modernising their customer engagement and service capabilities. We are seeking an experienced
D365 CE Functional Consultant or Architect
with strong expertise in
Customer Insight Journeys
to play a key role in shaping and delivering connected, data‑driven customer experiences.
This is a
fully remote, long‑term engagement , offering the opportunity to work on large‑scale, enterprise transformation programmes within a modern Microsoft cloud ecosystem.
You’ll combine functional design, customer journey strategy, and solution delivery to help create seamless, personalised, omnichannel experiences across marketing and service operations.
Key Responsibilities Functional Design & Strategy
Lead functional design across D365 Customer Service and Customer Insight Journeys
Run workshops to gather requirements and translate business needs into scalable solution designs
Map and optimise end‑to‑end customer journeys across multiple touchpoints
Define segmentation, targeting, and real‑time engagement strategies
Solution Delivery
Configure and deliver Customer Insights and Journeys capabilities including segmentation, orchestration, triggers, and automation
Design omnichannel engagement across voice, chat, email, SMS, and digital channels
Support unified customer data models and 360° customer views
Collaborate with technical teams on integrations with contact centre platforms, ERP systems, and the wider Microsoft stack
Act as the functional bridge between business stakeholders and technical teams
Provide best practice guidance on customer experience strategy and platform capability
Support adoption, governance, and change management
Contribute to migration and modernisation initiatives from legacy platforms to cloud‑first solutions
Skills & Experience
Proven experience delivering Microsoft Dynamics 365 CE solutions in a functional or solution design capacity
Hands‑on expertise with Customer Insights (Data) and Customer Insight Journeys
Strong background in customer journey design, segmentation, and engagement strategy
Experience working on customer service, contact centre, or CX transformation programmes
Ability to lead workshops, gather requirements, and produce functional documentation
Excellent stakeholder management and communication skills
What’s on Offer
Fully remote working
Long‑term engagement with programme stability
Modern Microsoft cloud environment
Competitive day rate or salary (depending on engagement type)
Opportunity to influence customer experience strategy at scale
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D365 CE Functional Consultant or Architect
with strong expertise in
Customer Insight Journeys
to play a key role in shaping and delivering connected, data‑driven customer experiences.
This is a
fully remote, long‑term engagement , offering the opportunity to work on large‑scale, enterprise transformation programmes within a modern Microsoft cloud ecosystem.
You’ll combine functional design, customer journey strategy, and solution delivery to help create seamless, personalised, omnichannel experiences across marketing and service operations.
Key Responsibilities Functional Design & Strategy
Lead functional design across D365 Customer Service and Customer Insight Journeys
Run workshops to gather requirements and translate business needs into scalable solution designs
Map and optimise end‑to‑end customer journeys across multiple touchpoints
Define segmentation, targeting, and real‑time engagement strategies
Solution Delivery
Configure and deliver Customer Insights and Journeys capabilities including segmentation, orchestration, triggers, and automation
Design omnichannel engagement across voice, chat, email, SMS, and digital channels
Support unified customer data models and 360° customer views
Collaborate with technical teams on integrations with contact centre platforms, ERP systems, and the wider Microsoft stack
Act as the functional bridge between business stakeholders and technical teams
Provide best practice guidance on customer experience strategy and platform capability
Support adoption, governance, and change management
Contribute to migration and modernisation initiatives from legacy platforms to cloud‑first solutions
Skills & Experience
Proven experience delivering Microsoft Dynamics 365 CE solutions in a functional or solution design capacity
Hands‑on expertise with Customer Insights (Data) and Customer Insight Journeys
Strong background in customer journey design, segmentation, and engagement strategy
Experience working on customer service, contact centre, or CX transformation programmes
Ability to lead workshops, gather requirements, and produce functional documentation
Excellent stakeholder management and communication skills
What’s on Offer
Fully remote working
Long‑term engagement with programme stability
Modern Microsoft cloud environment
Competitive day rate or salary (depending on engagement type)
Opportunity to influence customer experience strategy at scale
#J-18808-Ljbffr