Hybrid Lead D365 CRM & CCaaS Analyst

La Fosse Associates; United Kingdom; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

La Fosse Associates is looking for a Lead Business Analyst to be a key player in a large-scale CRM & Contact Centre Transformation programme. The role involves leading a team of Business Analysts and collaborating with technology stakeholders to define and deliver requirements across Microsoft Dynamics 365 CRM and Contact Centre solutions.

Essential skills include experience in leading teams, proficiency in Microsoft Dynamics 365, and excellent stakeholder management abilities. This position supports hybrid working in either London or York.

Qualifications

• Proven experience leading Business Analysis teams on complex technology transformation programmes.
• Strong experience with Microsoft Dynamics 365 Customer Engagement (D365 CE) and CCaaS solutions.
• Excellent requirements gathering and documentation skills.

Responsibilities

• Lead business analysis activities across CRM and CCaaS initiatives.
• Guide the design of end‑to‑end business processes.
• Produce and oversee high‑quality analysis artefacts.

Skills

Business Analysis Leadership

Microsoft Dynamics 365 Customer Engagement (D365 CE)

Power Platform

CCaaS Solutions

Agile Methodologies

Stakeholder Management

Job description

La Fosse Associates is looking for a Lead Business Analyst to be a key player in a large-scale CRM & Contact Centre Transformation programme. The role involves leading a team of Business Analysts and collaborating with technology stakeholders to define and deliver requirements across Microsoft Dynamics 365 CRM and Contact Centre solutions.

Essential skills include experience in leading teams, proficiency in Microsoft Dynamics 365, and excellent stakeholder management abilities. This position supports hybrid working in either London or York.