Senior Product Owner - D365 CE - Customer Service & Sales - 10 month contract - London

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<p><strong>Senior Product Owner - Microsoft D365 CE (Customer Service & Sales) - London (Hybrid) - £500-£550 per day outside IR35 - 10-month contract </strong></p><p>Our London based, high profile client is looking for a Senior Product Owner to join them on an initial 10-month contract.</p><p>Our client is delivering a significant, multi-year customer transformation programme, and as part of this enterprise-wide initiative, is implementing Microsoft Dynamics 365 Customer Engagement alongside Adobe Customer Data Platform and Adobe Campaign to create a unified, data-led customer ecosystem spanning B2B and B2C engagement.</p><p>The successful Senior Product Owner will take strategic and operational ownership of the Microsoft D365 CE platform throughout implementation and adoption.</p><p>This role is ideally suited to a seasoned D365 CE contractor comfortable operating in complex stakeholder environments and working closely with systems integrators.</p><p>The successful Senior Product Owner will play a pivotal role in embedding a strategic CRM platform at enterprise scale.</p><p>The role will require the successful candidate to be onsite at the clients London office 1 days per week.</p><p><strong>Responsibilities:</strong></p><ul><li>Own the D365 CE product vision, roadmap, and backlog, ensuring alignment with programme objectives</li><li>Lead prioritisation decisions across Product and Sprint Backlogs, balancing business value, risk, and technical dependencies</li><li>Define clear user stories and acceptance criteria in collaboration with Business Analysts and SMEs</li><li>Make informed decisions on configuration vs customisation, championing "adopt not adapt" principles to minimise unnecessary complexity</li><li>Provide direction to delivery teams during sprint cycles and act as final decision-maker on functional queries</li><li>Lead design and implementation of core CE functionality including:</li></ul><p>- Case management workflows</p><p>- Queue management and routing</p><p>- SLA and KPI configuration</p><p>- Sales pipeline visibility</p><p>- Lead and opportunity management</p><ul><li>Ensure CE supports both B2B prospect/lead management and B2C customer interaction tracking</li><li>Validate that the platform enables a single customer view, combining customer interactions with revenue and product data</li><li>Oversee integration points between D365 CE and Adobe CDP, ensuring clean data flows and system interoperability</li><li>Work closely with technical teams to understand APIs, integration architecture, and data exchange mechanisms</li><li>Support data migration activities from legacy CRM systems into CE, ensuring integrity and accuracy</li><li>Ensure governance of customer consent data and compliance with GDPR/DPA requirements</li><li>Lead User Acceptance Testing (UAT), performance validation, and defect triage</li><li>Sign off key deliverables in collaboration with business stakeholders</li><li>Ensure solutions meet agreed service design and operational requirements</li><li>Drive reporting capability that measures:</li></ul><p>- Adoption and usage across Customer Services</p><p>- Activity tracking</p><p>- Customer communications history</p><p>- Operational performance metrics</p><ul><li>Act as the senior interface between business teams, technology functions, systems integrator partners, and external consultants</li><li>Run product demos, gather structured feedback, and prioritise enhancements</li><li>Support change, training, and adoption initiatives to embed CE across operational teams</li><li>Translate business needs into technical direction - and technical constraints into business language</li></ul><p><strong>Required Experience: </strong></p><ul><li>Proven track record as a Product Owner within Agile delivery environments</li><li>Extensive experience managing product backlogs, sprint planning, refinement, and demo cycles</li><li>Strong ability to prioritise competing demands within large-scale transformation programmes</li><li>Deep functional knowledge of Microsoft Dynamics 365 Customer Engagement, particularly:</li></ul><p>- Customer Service module</p><p>- Sales module</p><p>- Case and queue management</p><p>- SLA/KPI configuration</p><p>- Lead and opportunity pipelines</p><ul><li>Experience migrating from legacy CRM platforms into D365 CE</li><li>Strong understanding of configuration capabilities and limits, with awareness of when customisation is justified</li><li>Working knowledge of APIs, integration patterns, and data flow architecture</li><li>Experience overseeing complex CRM integrations with marketing platforms and third-party systems</li><li>Understanding of customer data models and single customer view architecture</li><li>Experience managing GDPR compliance and customer consent frameworks</li><li>Practical experience leading UAT and quality assurance processes</li><li>Exposure to Power Platform tools including Power Automate, Power Apps, and Power BI</li><li>Experience defining and delivering operational and management reporting from CRM systems</li><li>Proven experience of being a confident communicator with experience engaging senior stakeholders</li><li>Experience of working within matrix structures and alongside systems integrators</li></ul><p>If this role is of interest, then please share your CV and I will contact you at my earliest possible convenience.</p><p><br><br></p>

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