REQUIREMENTS

• Minimum of 7 years’ experience in operational customer servicing transformation within the financial services sector
• Hands-on experience with Microsoft Dynamics 365 as a contact centre and CRM solution
• Strong understanding of workflow/work management systems and associated operational MI
• Experience in replacing existing capabilities, not just greenfield implementations – with a focus on change management and stakeholder engagement
• Deep understanding of case management and customer data presentation within CRM platforms
• Excellent stakeholder management skills, especially in environments with resistance to change
• Strong analytical, problem-solving, and communication skills
• Ability to work independently and collaboratively in a fast-paced, transformation-focused environment
• Experience in Agile or hybrid delivery methodologies.
• Familiarity with customer journey mapping and service design principles.
• Knowledge of regulatory requirements in financial services impacting customer servicing

ABOUT THE ROLE

FDM is a global business and technology consultancy seeking a Dynamics 365 Business Analyst to work for our client within the finance sector. This is initially a 6-month contract with the potential to extend and will be a hybrid role based in London.
Our client is seeking a highly skilled and experienced Business Analyst to join their Agent Desktop Programme, focused on transforming operational customer servicing within the financial services sector. This role is pivotal in driving the evolution of our contact centre capabilities, leveraging Microsoft Dynamics 365 to deliver a modern, efficient, and customer-centric service experience.

RESPONSIBILITIES

• Lead the analysis and documentation of business requirements for the transformation of work and workflow management capabilities
• Support the implementation of operational Management Information (MI) solutions aligned with new workflow systems
• Collaborate with stakeholders to understand and manage the transition from legacy
• systems to new solutions, ensuring minimal disruption and maximum adoption
• Work closely with technical teams to integrate Dynamics 365 as the core contact centre and CRM solution
• Define and support the implementation of case management processes within Dynamics 365
• Ensure the presentation of appropriate customer data to agents, enabling a comprehensive 360-degree view of the customer
• Facilitate workshops, interviews, and working groups to gather requirements and validate solutions
• Manage stakeholder expectations, particularly those resistant to change, by providing clear communication, support, and training throughout the transformation journey