Functional Consultant D365 - Customer Insights And Journeys

Network IT Recruitment; Birmingham; Hybrid; GBP 45,000 - 57,000; Full time

Job summary

A leading IT consultancy in Birmingham is seeking an experienced Functional Consultant to lead Dynamics 365 Customer Engagement initiatives. This role involves owning the functional design and implementation of Customer Insights and Journeys while collaborating closely with various teams. Ideal candidates will have proven experience with Microsoft Dynamics 365 CE and strong stakeholder management skills. The position offers a hybrid working model, combining a hands-on approach with strategic leadership to drive improved customer engagement experiences.

Qualifications

• Proven experience as a Functional Consultant or Functional Lead for Microsoft Dynamics 365 CE.
• Hands-on expertise with Dynamics 365 Customer Insights and Customer Journeys.
• Experience delivering enterprise-scale solutions across the software delivery life cycle.

Responsibilities

• Own the functional design and optimization of Customer Insights and Customer Journeys.
• Lead solution design across customer data platforms and integrated digital services.
• Translate business requirements into Dynamics 365 CE solutions.

Skills

Microsoft Dynamics 365 CE expertise

Stakeholder management

Customer data platforms understanding

Analytical and problem-solving skills

Agile methodologies

Job description

Role: Functional Consultant - Dynamics 365 CE (Customer Insights & Journeys)

Location: Birmingham (Hybrid: 1 - 2 Days a Month On-Site)

Salary: £45,000 - £56,500

Contract: Fixed-Term (12 Months)

Network IT are supporting our clients large-scale digital customer engagement transformation, we are seeking an experienced Functional Consultant to act as the functional lead for Microsoft Dynamics 365 Customer Engagement (CE). More specifically Customer Insights and Customer Journeys, supporting the organisation in delivering data-driven, personalised customer experiences at scale. This is a senior, hands-on role within IT Services, combining functional leadership, solution design, and delivery accountability.

Role Overview and Responsibilities

As the Functional Lead for Dynamics 365 CE, you will own the functional design, configuration, and optimisation of Customer Insights and Customer Journeys, ensuring the platform delivers measurable business value and aligns with wider digital strategy. You will work closely with Business Analysts, architects, delivery teams, and stakeholders to shape how customer data, engagement, and automation are designed and implemented across the organisation.

Key Responsibilities

• Act as functional lead for Dynamics 365 CE with deep ownership of Customer Insights and Customer Journeys capabilities.
• Lead functional solution design across customer data platforms, engagement journeys, and integrated digital services.
• Translate business requirements into scalable Dynamics 365 CE solutions, balancing functionality, usability, security, and performance.
• Provide functional leadership across the full delivery life cycle – requirements, configuration, testing, release, and third-line support.
• Advise on best practice use of customer data, segmentation, orchestration, and insight-driven journeys.
• Oversee functional testing, traceability, and assurance for Dynamics 365 CE implementations.
• Collaborate with technical teams to ensure integrations, data flows, and solutions align with enterprise architecture.
• Support stakeholder engagement and act as a trusted advisor on customer engagement technologies and platforms.
• Drive continuous improvement, innovation, and adoption across the Dynamics 365 CE estate.

Essential Skills & Experience

• Proven experience as a Functional Consultant or Functional Lead for Microsoft Dynamics 365 CE.
• Hands-on expertise with Dynamics 365 Customer Insights and Customer Journeys, including configuration and functional design.
• Strong understanding of customer data platforms, segmentation, engagement orchestration, and analytics.
• Experience delivering enterprise-scale solutions across the full software delivery life cycle.
• Ability to lead functional design decisions and influence solution direction.
• Strong stakeholder management skills and the ability to bridge business, technical, and delivery teams.
• Experience working in Agile or hybridn
• Excellent analytical and problem-solving skills, with a pragmatic, delivery-focused mindset.

Desirable Experience

• Experience integrating Dynamics 365 CE with wider digital platforms and data services.
• Exposure to UX, usability, and customer experience design principles.
• Experience in large, complex organisations.
• Involvement in supplier management, vendor-led delivery, or procurement activity.