CX Transformation – CRM Strategist/Microsoft Dynamics Product Strategist – Director

CX Transformation – CRM Strategist/Microsoft Dynamics Product Strategist – Director

Requirements

• 10+ years working in a role focused on CX/customer/CRM or product strategy and/or program management, business or digital transformation programs; Past management consulting experience or experience implementing new CRM technologies is a plus; Experience working with Microsoft Dynamics is required
• Proven track record of building & leading teams that manage a wide range and diverse set of global stakeholders focused on enterprise technology initiatives; Experience navigating a complex matrix of stakeholders and global teams in multiple time zones
• Strong background in evolving a technology product vision, consulting on the product, and leading requirements gathering, design, and implementation
• Excellent communication skills and a strong ability to influence both technical and non-technical audiences at varying degrees of seniority
• A passion for talent development and experience managing teams (directly and/or indirectly through project work)
• Strong interpersonal skills and the ability to build rapport with team members – proven experience in a collaborative role within a team environment; Ability to collaborate effectively across teams and influence stakeholders
• Demonstrated sense of curiosity and the courage to ask tough questions
• You have a creative and analytical mind, can explore options and synthesize these into conclusions
• Excellent project management skills with the ability to prioritize and manage multiple projects simultaneously
• Experience executing change management skills (and proven success developing and executing resistance strategies) to drive a change in behaviors, operating models, or new technology adoption
• Strategic thinker with a customer-centric approach and a passion for delivering innovative solutions

Responsibilities

• Manage team of Microsoft Dynamics Product Strategists who will be aligned to a specific business group(s)
• Serve as subject matter expert in aligned areas of business and partner with the business to translate business problems into detailed requirements for the Microsoft Dynamics Platform, identifying where custom development is not needed and a solution could be achieved via existing functionality or business configuration
• Develop detailed requirements for business specific functionality needs and work across the team to identify potential areas of synergy or enterprise solution opportunities as opposed to business specific design
• Work closely with Dynamics Product Owners, Client Data and Integrations team to ensure delivery of the product, keeping stakeholders and partners informed along the way
• Implement and continuously improve the operating model to enhance the partnership with business stakeholders and product owners and other key partners (e.g. Client Data), driving excellence across the team
• Champion change management techniques and playbook to drive adoption of new capabilities with business partners and users
• Lead Quarterly Business Health Checks with business stakeholders to review operating model, Dynamics Priorities and user feedback to identify areas of opportunity
• Support Business Owners with managing Backlog in Bright Idea Platform
• Identify and prioritize product features based on business objectives, technical feasibility, and customer impact, ensuring alignment with overall firm strategy

Preferred Qualifications

• Certification in Dynamics products (e.g., Microsoft Certified: Dynamics 365 Fundamentals) is a plus
• Experience in service design methodologies (persona, customer journey, service blueprints) and translating into technical solutions is a plus
• Experienced in the ‘lifecycle of Change’ and ideally the nuances of BlackRock