Senior Product Owner - D365 CE - Customer Service & Sales - 10 month contract - London
Posted 1 day ago by Station
£550 Per day
Outside
Hybrid
London, England, United Kingdom
Summary: The Senior Product Owner for Microsoft D365 CE will lead the implementation and adoption of the platform as part of a significant customer transformation programme. This role requires strategic and operational ownership, focusing on aligning product vision with programme objectives while managing complex stakeholder environments. The successful candidate will ensure the platform supports both B2B and B2C engagement and will oversee integration with Adobe systems. The position is based in London with a hybrid working arrangement, requiring one day per week onsite.
Key Responsibilities:
- Own the D365 CE product vision, roadmap, and backlog, ensuring alignment with programme objectives
- Lead prioritisation decisions across Product and Sprint Backlogs, balancing business value, risk, and technical dependencies
- Define clear user stories and acceptance criteria in collaboration with Business Analysts and SMEs
- Make informed decisions on configuration vs customisation, championing "adopt not adapt" principles to minimise unnecessary complexity
- Provide direction to delivery teams during sprint cycles and act as final decision-maker on functional queries
- Lead design and implementation of core CE functionality including case management workflows, queue management and routing, SLA and KPI configuration, sales pipeline visibility, and lead and opportunity management
- Ensure CE supports both B2B prospect/lead management and B2C customer interaction tracking
- Validate that the platform enables a single customer view, combining customer interactions with revenue and product data
- Oversee integration points between D365 CE and Adobe CDP, ensuring clean data flows and system interoperability
- Work closely with technical teams to understand APIs, integration architecture, and data exchange mechanisms
- Support data migration activities from legacy CRM systems into CE, ensuring integrity and accuracy
- Ensure governance of customer consent data and compliance with GDPR/DPA requirements
- Lead User Acceptance Testing (UAT), performance validation, and defect triage
- Sign off key deliverables in collaboration with business stakeholders
- Ensure solutions meet agreed service design and operational requirements
- Drive reporting capability that measures adoption and usage across Customer Services, activity tracking, customer communications history, and operational performance metrics
- Act as the senior interface between business teams, technology functions, systems integrator partners, and external consultants
- Run product demos, gather structured feedback, and prioritise enhancements
- Support change, training, and adoption initiatives to embed CE across operational teams
- Translate business needs into technical direction and technical constraints into business language
Key Skills:
- Proven track record as a Product Owner within Agile delivery environments
- Extensive experience managing product backlogs, sprint planning, refinement, and demo cycles
- Strong ability to prioritise competing demands within large-scale transformation programmes
- Deep functional knowledge of Microsoft Dynamics 365 Customer Engagement, particularly Customer Service and Sales modules
- Experience migrating from legacy CRM platforms into D365 CE
- Strong understanding of configuration capabilities and limits, with awareness of when customisation is justified
- Working knowledge of APIs, integration patterns, and data flow architecture
- Experience overseeing complex CRM integrations with marketing platforms and third-party systems
- Understanding of customer data models and single customer view architecture
- Experience managing GDPR compliance and customer consent frameworks
- Practical experience leading UAT and quality assurance processes
- Exposure to Power Platform tools including Power Automate, Power Apps, and Power BI
- Proven experience of being a confident communicator with experience engaging senior stakeholders
- Experience of working within matrix structures and alongside systems integrators
Salary (Rate): £550.00/daily
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Senior
Industry: IT
Senior Product Owner - Microsoft D365 CE (Customer Service & Sales) - London (Hybrid) - £500-£550 per day outside IR35 - 10-month contract
Our London based, high profile client is looking for a Senior Product Owner to join them on an initial 10-month contract. 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.
The successful Senior Product Owner will take strategic and operational ownership of the Microsoft D365 CE platform throughout implementation and adoption. This role is ideally suited to a seasoned D365 CE contractor comfortable operating in complex stakeholder environments and working closely with systems integrators. The successful Senior Product Owner will play a pivotal role in embedding a strategic CRM platform at enterprise scale. The role will require the successful candidate to be onsite at the clients London office 1 days per week.
Responsibilities:
- Own the D365 CE product vision, roadmap, and backlog, ensuring alignment with programme objectives
- Lead prioritisation decisions across Product and Sprint Backlogs, balancing business value, risk, and technical dependencies
- Define clear user stories and acceptance criteria in collaboration with Business Analysts and SMEs
- Make informed decisions on configuration vs customisation, championing "adopt not adapt" principles to minimise unnecessary complexity
- Provide direction to delivery teams during sprint cycles and act as final decision-maker on functional queries
- Lead design and implementation of core CE functionality including:
- Case management workflows
- Queue management and routing
- SLA and KPI configuration
- Sales pipeline visibility
- Lead and opportunity management
- Ensure CE supports both B2B prospect/lead management and B2C customer interaction tracking
- Validate that the platform enables a single customer view, combining customer interactions with revenue and product data
- Oversee integration points between D365 CE and Adobe CDP, ensuring clean data flows and system interoperability
- Work closely with technical teams to understand APIs, integration architecture, and data exchange mechanisms
- Support data migration activities from legacy CRM systems into CE, ensuring integrity and accuracy
- Ensure governance of customer consent data and compliance with GDPR/DPA requirements
- Lead User Acceptance Testing (UAT), performance validation, and defect triage
- Sign off key deliverables in collaboration with business stakeholders
- Ensure solutions meet agreed service design and operational requirements
- Drive reporting capability that measures:
- Adoption and usage across Customer Services
- Activity tracking
- Customer communications history
- Operational performance metrics
- Act as the senior interface between business teams, technology functions, systems integrator partners, and external consultants
- Run product demos, gather structured feedback, and prioritise enhancements
- Support change, training, and adoption initiatives to embed CE across operational teams
- Translate business needs into technical direction - and technical constraints into business language
Required Experience:
- Proven track record as a Product Owner within Agile delivery environments
- Extensive experience managing product backlogs, sprint planning, refinement, and demo cycles
- Strong ability to prioritise competing demands within large-scale transformation programmes
- Deep functional knowledge of Microsoft Dynamics 365 Customer Engagement, particularly:
- Customer Service module
- Sales module
- Case and queue management
- SLA/KPI configuration
- Lead and opportunity pipelines
- Experience migrating from legacy CRM platforms into D365 CE
- Strong understanding of configuration capabilities and limits, with awareness of when customisation is justified
- Working knowledge of APIs, integration patterns, and data flow architecture
- Experience overseeing complex CRM integrations with marketing platforms and third-party systems
- Understanding of customer data models and single customer view architecture
- Experience managing GDPR compliance and customer consent frameworks
- Practical experience leading UAT and quality assurance processes
- Exposure to Power Platform tools including Power Automate, Power Apps, and Power BI
- Experience defining and delivering operational and management reporting from CRM systems
- Proven experience of being a confident communicator with experience engaging senior stakeholders
- Experience of working within matrix structures and alongside systems integrators
If this role is of interest, then please share your CV and I will contact you at my earliest possible convenience.