Lead D365 Customer Insights Journeys & MarTech Architect

Our client, 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.

This is a remote, 3 month contract inside IR35.

Lead D365 Customer Insights Journeys & MarTech Architect 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.

Lead D365 Customer Insights Journeys & MarTech Architect Ideal Profile:

• 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.

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