CX Transformation - CRM Strategist/Microsoft Dynamics Product Strategist - Director (BUD/EDI)

ENGINEERINGUK; London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a dynamic CRM Strategist to lead their Client Experience Transformation efforts. This pivotal role involves managing a team focused on enhancing the Microsoft Dynamics platform, driving product strategy, and ensuring alignment with business goals. The ideal candidate will possess extensive experience in customer experience and product management, showcasing strong leadership and communication skills. Join a forward-thinking organization that values innovation and collaboration, and make a significant impact on their transformation journey.

Benefits

Retirement Tools

Education Reimbursement

Health and Well-being Resources

Family Support Programs

Flexible Time Off

Qualifications

• 7-10+ years in CX or product strategy; experience with Microsoft Dynamics required.
• Proven leadership in managing diverse global stakeholders and teams.

Responsibilities

• Manage a team of Microsoft Dynamics Product Strategists aligned to business groups.
• Develop detailed requirements for business-specific needs and identify solutions.

Skills

Microsoft Dynamics

Stakeholder Management

Communication Skills

Project Management

Change Management

Analytical Thinking

Education

Bachelor's Degree

Microsoft Certified: Dynamics 365 Fundamentals

Tools

Microsoft Dynamics CRM

Job description

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CX Transformation - CRM Strategist/Microsoft Dynamics Product Strategist - Director (BUD/EDI)

View more categories | View less categories | Sector: Banking and Financial Services | Role: Director | Contract Type: Permanent | Hours: Full Time

About this role

Client Experience Transformation, CRM Strategist (Microsoft Dynamics Product Strategist) - Vice President/Director

About BlackRock

BlackRock's purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for solutions when planning for their most important goals. As of June 30, 2023, the firm managed approximately $9.4 trillion in assets worldwide.

About Client Experience

Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We have a dedicated Client Experience Transformation function, responsible for understanding client and colleague needs, evolving our transformation strategy, and delivering across people, process, and technology initiatives. A key part of our vision is the ongoing evolution of our enterprise CRM, Microsoft Dynamics, which supports over 4,000 client-facing teams.

Your role

The Microsoft Dynamics Product Strategy Lead will be part of CX Transformation, focusing on accelerating progress towards our CX mission through influencing, orchestrating, and delivering on our Microsoft Dynamics CRM strategy. This is a new role aimed at scaling the delivery of core CX technology. You will partner with stakeholders to align business needs with the Microsoft Dynamics Platform, managing a small team that consults with business groups to leverage the product for their goals. Experience with Microsoft Dynamics, stakeholder management, and strong communication skills are essential. The role involves driving product development, enhancement, and management, with a proven track record in product strategy and cross-functional collaboration.

Team Management & Core Responsibilities

• Manage a team of Microsoft Dynamics Product Strategists aligned to specific business groups.
• Serve as subject matter experts, translating business problems into detailed requirements and identifying solutions via existing functionality or configuration.
• Develop detailed requirements for business-specific needs and identify enterprise solution opportunities.
• Collaborate with Dynamics Product Owners and other teams to ensure product delivery, keeping stakeholders informed.
• Improve operating models to enhance partnerships and drive excellence.
• Champion change management to promote adoption of new capabilities.
• Lead Quarterly Business Health Checks to review operating models, priorities, and feedback.
• Support Business Owners in backlog management.
• Prioritize product features based on objectives, feasibility, and impact, aligned with firm strategy.

Tech Leadership

• Bring vision and thought leadership to CRM platform evolution, partnering with related teams.
• Understand key business problems and leverage Microsoft Dynamics or other CX technologies to address gaps.
• Conduct market research to identify trends and translate insights into strategies.
• Partner with governance leads to ensure clear business cases and success metrics.
• Review feedback and KPIs to identify improvement opportunities.

Talent Management & Development

• Foster an inclusive, high-performing culture with a focus on coaching and skill development.
• Identify skills gaps and training opportunities.
• Promote connectivity between strategy, product, engineering, and support teams.

Your experience

• 7-10+ years in CX/customer/CRM or product strategy, program management, or digital transformation; experience with Microsoft Dynamics required.
• Proven leadership in managing diverse global stakeholders and teams.
• Strong background in product vision, requirements gathering, and implementation.
• Excellent communication and influence skills across technical and non-technical audiences.
• Experience in talent development and team management.
• Strong interpersonal and collaborative skills.
• Curiosity and ability to ask tough questions.
• Creative and analytical thinking skills.
• Excellent project management skills.
• Experience with change management and driving adoption.
• Strategic, customer-centric mindset.
• Microsoft Certified: Dynamics 365 Fundamentals is a plus.
• Experience in service design methodologies is a plus.

Our benefits

We offer a wide range of benefits including retirement tools, education reimbursement, health and well-being resources, family support programs, and Flexible Time Off (FTO).

Our hybrid work model

Employees work at least 4 days in the office and 1 day from home weekly, with some variation by team. This model supports collaboration, onboarding, and flexibility.

About BlackRock

BlackRock's mission is to help more people experience financial well-being. We serve a diverse client base and are committed to creating an inclusive environment where employees can thrive.

For more information, visit our website and follow us on social media.

BlackRock is an Equal Opportunity Employer, evaluating applicants without regard to age, disability, race, religion, sex, sexual orientation, or other protected characteristics.