Digital Transformation Analyst | Microsoft Dynamics CRM, & AI focus

Lenovo; Ciudad de México; Híbrido; MXN 1,111,000 - 1,483,000; Jornada completa

Descripción de la vacante

A leading global technology company in Mexico City is seeking a Digital Transformation Analyst to drive CRM modernization through AI solutions. The ideal candidate will have significant experience with Microsoft Dynamics 365 CRM and demonstrated ability to enhance customer engagement through automation. This position offers a hybrid work model and a dynamic environment focused on innovative solutions.

Formación

• 4+ years of experience with Dynamics 365 CRM as a business analyst or product owner.
• Proficient in tools such as Power BI, Power Apps, and Power Automate.
• Professional fluency in English.

Responsabilidades

• Analyze CRM business processes and identify AI-enhancements.
• Design and document CRM enhancements integrating Microsoft AI tools.
• Collaborate with technical teams to integrate predictive models.

Conocimientos

Microsoft Dynamics 365 CRM

AI-enhanced automation

Power BI

Stakeholder engagement

Agile methodologies

Educación

Bachelor's degree in Business, Information Systems, or related field

Herramientas

Power Platform

Descripción del empleo

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

📋 Overall Description:Lenovo is seeking a strategic and forward-thinking Digital Transformation Analyst with deep knowledge of Microsoft Dynamics 365 CRM and hands‑on experience applying AI capabilities across customer engagement workflows. This role will be instrumental in driving the modernization of CRM operations through intelligent automation, predictive analytics, and Microsoft’s AI ecosystem, including Copilot, Power Platform AI Builder, and Azure AI services. The ideal candidate understands both business needs and emerging AI solutions, and thrives at the intersection of CRM process design, data intelligence, and user experience. You’ll partner with stakeholders across Sales, Marketing, Service, and IT to turn data and insights into smart, automated experiences that scale.
Key roles and responsibilities:

• Analyze CRM‑related business processes and identify opportunities for AI‑enhanced automation, predictive workflows, and guided selling across Sales, Marketing, and Customer Service.
• Design, prototype, and document CRM enhancements that integrate Microsoft AI tools (e.g., Copilot, AI Builder, Dynamics 365 Sales Insights, Azure OpenAI).
• Lead discovery sessions and workshops to uncover pain points, assess automation readiness, and translate goals into AI/ML‑enabled CRM functionality.
• Collaborate with technical and data science teams to integrate models (e.g., lead scoring, intent detection, sentiment analysis) into CRM and Power Platform workflows.
• Define CRM metrics and KPIs that are powered by AI‑based insights; deliver dashboards and visualizations through Power BI and Dynamics Customer Insights.
• Create user stories, acceptance criteria, and solution roadmaps for agile delivery teams; advocate for AI use cases in sprint planning.
• Support UAT, training, and change management initiatives to drive user adoption of AI‑enabled CRM features.
• Monitor data quality, support governance frameworks, and improve how CRM data feeds AI models.
• Stay ahead of Microsoft’s AI roadmap (e.g., Fabric, Copilot Studio) and proactively bring new ideas into the roadmap for CRM and sales enablement.
• Bachelor’s degree in Business, Information Systems, or related field.
• 4+ years of experience with Microsoft Dynamics 365 CRM (Customer Engagement) as a business analyst, product owner, or solution consultant.
• Experience with CRM processes across sales, marketing, and customer service, with emphasis on AI‑powered automation and optimization.
• Proficient in Power Platform tools including Power BI, Power Apps, and Power Automate.
• Demonstrated ability to define business problems and partner with data/tech teams to deliver AI solutions.
• Strong analytical and stakeholder engagement skills; comfortable working across business and technical domains.
• Familiarity with Agile/Scrum methodologies and iterative solution delivery.
• Professional fluency in English.
• Ability to work collaboratively in a matrixed, global team environment.
• Availability to work in a hybrid model.

Preferred Skills (Bonus):

• Experience with AI use cases in CRM: lead scoring, customer churn prediction, case routing, email sentiment analysis, etc.
• Integration experience with third‑party AI/analytics tools (e.g., Salesforce Einstein, Tableau, or ChatGPT).
• Knowledge of Dynamics 365 modules like Customer Insights, Sales Insights, or Field Service.
• Understanding of prompt engineering, Copilot customization, or GenAI workflow design.
• Microsoft certifications (e.g., PL-200, PL-300, MB-210) are highly valued.

We are equal opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age national origin, religion, sexual orientation, gender identity, status as veteran and basis of disability or any other federal, state, or local protect class.

Additional Locations: * Mexico - Distrito Federal - Mexico D.F.

If you require an accommodation to complete this application, please [e-mail]