D365 Customer Insights Journeys Architect
Role: Lead D365 Customer Insights Journeys & MarTech Architect
Contract: 3 months (Inside IR35)
Location: Remote, with occasional onsite workshops
Start Date: ASAP
Overview
A large UK organisation is undertaking a greenfield implementation of Dynamics 365 Customer Insights Journeys and a new MarTech data environment. This role will lead the end-to-end design and build of a multi-channel customer engagement and insights platform.
This is a high-impact position with direct visibility to senior stakeholders, ideal for a hands-on Lead MarTech Architect who excels in fast-paced delivery settings.
Key Responsibilities
- Architect and implement D365 Customer Insights Journeys as the central orchestration platform.
- Develop a data-driven engagement model using Azure for profiling, segmentation and insight.
- Enable and integrate multi-channel communications, including:
- Web Push
- WhatsApp / RCS (via Twilio)
- Build real-time customer data flows into D365 for personalisation and modelling.
- Deliver Next Best Action / Next Best Segment capability using behavioural and usage data.
- Create unified customer profiles at both individual and account levels for insight and retention.
- Enable behavioural, click and engagement tracking for analytics and CRM modelling.
- Establish the foundations for predictive and churn-propensity modelling.
- Act as the technical lead and hands-on architect through discovery, design and delivery.
Expected Outcomes in the First 3 Months
- D365 Customer Insights Journeys deployed to production.
- Azure-based data ingestion and profiling fully operational.
- Multi-channel messaging enabled and integrated with CIJ.
- Unified customer profile established.
- Insight dashboards live, covering:
- Engagement
- Retention
- Revenue optimisation
- Defined roadmap for future modelling, orchestration, and optimisation phases.
Essential Experience
- Successful hands-on delivery of D365 Customer Insights Journeys in a production environment.
- Strong Azure data engineering and profiling background.
- Multi-channel orchestration experience beyond email (e.g., Web Push, WhatsApp, RCS).
- Demonstrable end-to-end CRM / MarTech architecture ownership.
- Experience in greenfield or digital transformation programmes.
- Ability to deliver within a 3-month sprint model.
- Confident stakeholder engagement and whiteboarding skills.
Nice to Have
- Power Platform / Dynamics 365 CE integration experience.
- CI/CD pipeline experience for CRM / MarTech environments.
- Exposure to predictive analytics or churn modelling.
- Experience delivering platforms with commercial / revenue accountability.