Workwell Global (WWG) makes global hiring easy for employers, handling the tricky aspects of employment including compliance, payroll, and onboarding so clients can focus on growing their business.
To support its continued growth, WWG is delivering a strategic transformation programme to unify its Microsoft Dynamics 365 Customer Engagement (D365 CE) capability across Sales and Customer Service alongside its custom build client/worker portal.
This is a hybrid Product Owner / Lead Business Analyst role, suited to someone who has grown through business analysis into product ownership and still enjoys being close to the detail. The role requires someone who can understand complex operational processes, translate them into clear requirements, own the backlog and roadmap, and make pragmatic decisions that balance business value, user experience and delivery reality.
Reporting to the Group Product Owner and working alongside the Delivery Manager, you will define the D365 CE and custom build client/worker facing portal’s product vision and be accountable for delivery quality from discovery through to go-live and hypercare.
What you’ll be doing: - Own and manage the D365 CE and custom build client/worker facing portal’s product backlog, ensuring all items are clearly defined, estimated, and prioritised in line with business value and strategic OKRs, maintaining a continuously groomed pipeline across all CRM workstreams.
- Own the requirements and product roadmap for D365 CRM and the standalone worker and client portal, ensuring it evolves in step with D365 CE and delivers a coherent, joined-up experience for workers and clients across both platforms.
- In conjunction with the D365 Architecture lead, define and communicate a rolling D365 CE product roadmap for Workwell Global to senior stakeholders, translating organisational objectives into phased, deliverable increments with clear dependencies and success criteria.
- Partner closely with WWG's Senior Leadership Team to understand the strategic direction of the business and how they want operational processes to evolve to drive efficiency, translating that direction into the D365 CE product vision, roadmap, and priorities.
- Develop a deep enough understanding of WWG's business operations to make product and functional design decisions on behalf of the business — operating with the confidence of senior leadership, using strong business understanding and judgement to represent operational priorities and make well-reasoned product recommendations. Make prioritisation decisions and scope trade-off calls, balancing short-term business need with long-term platform sustainability, communicating the rationale clearly to stakeholders and the delivery team.
- Lead end-to-end detailed requirements elicitation through stakeholder interviews, workshops, and process observation.
- Produce high-quality detailed BA artefacts including Business Requirements Documents (BRDs), Functional Requirements Documents (FRDs), detailed process maps and data dictionaries to a standard that development and test teams can act on directly.
- Author Epics, Features, and User Stories with clear, unambiguous, and testable acceptance criteria, maintaining full traceability from business objective through to delivered functionality.
- Conduct gap analysis between current-state systems and the D365 CE target state, providing clearly reasoned options appraisals and recommendations aligned to Microsoft best practice and the agreed target operating model.
- Own UAT from a Product Owner and BA perspective: define test scripts grounded in acceptance criteria, validate delivered functionality against requirements with business testers, triage defects against those criteria, and provide acceptance and sign-off on completed Features and User Stories.
- Act as a business product expert on D365 CE out-of-the-box capabilities, informing requirements, prioritisation working alongside the solution architect and delivery team.
- Collaborate with solution architects and developers to provide clear requirements, review their functional and technical designs, and confirm the solution meets business needs.
- Define integration and data-flow requirements between D365 CE and adjacent systems for the integration and data architecture teams to design and build.
- Support data migration planning and validation alongside the Delivery Manager, working with data architects to define migration rules, cleansing strategies, and cutover acceptance criteria for all CRM workstreams.
- Be the primary point of contact for all D365 CE and Portal product and requirements matters with internal stakeholders.
- Facilitate structured discovery workshops, design sessions, and sign-off meetings, producing clear, audience-appropriate communications from executive summaries to detailed technical specifications.
- Support the Delivery Manager in change management activities including end-user training design, communications planning, and adoption measurement post go-live.
- Mentor and coach junior Business Analysts, providing guidance on D365 CE best practice, tooling, and professional development.
We’d love to hear from someone that: - Minimum 10 years’ experience as a Business Analyst and/or Product Owner, with at least 7 years focused specifically on Microsoft Dynamics 365 Customer Engagement implementations.
- Demonstrable experience acting as Product Owner, or performing Product Ownership responsibilities, on D365 CE delivery programmes, including backlog ownership, roadmap communication, and sprint governance.
- Experience across full-lifecycle D365 CE implementations from discovery through to go-live and hypercare, with demonstrable ownership of requirements and UAT.
- Experience owning or shaping a customer/ user-facing digital portal, ideally integrated with D365 CRM, with a focus on delivering a joined-up, intuitive user experience.
- Expert-level requirements elicitation and documentation skills: user stories, use cases, BRDs, FRDs, and data dictionaries written to a standard that development and test teams can act on without further clarification.
- Strong process modelling skills; able to produce swimlane diagrams, data flow diagrams, and detailed process maps at a level of depth sufficient for technical delivery.
- Expert-level knowledge in the nuances of SDLC between D365 and a custom software portal.
- Strong working knowledge of D365 CE capabilities, configuration concepts, data model, security model, entities, business rules, views and forms, sufficient to shape requirements, challenge designs and make informed product decisions. This is not a hands-on configuration role. [AD9] Strong Agile delivery knowledge: backlog management, sprint ceremonies, and release governance.
- Experience with Azure DevOps for backlog management, sprint tracking, requirements traceability, and defect logging.
- Confident communicator at all levels from developer to C-suite with the ability to adapt style and depth to audience and facilitate structured workshops that drive mixed groups to clearly documented decisions.
- Commercially astute, analytically rigorous, and comfortable operating in complex, fast-paced environments where priorities shift and ambiguity is the norm.
Domain Knowledge- Familiarity with the Power Platform (Power Apps, Power Automate, Power BI, Dataverse) within a D365 CE programme context, including awareness of the Power Platform Centre of Excellence (CoE) governance model.
- Awareness of common D365 CE integration and migration approaches (e.g. REST APIs, Azure Service Bus, and tooling such as KingswaySoft or Azure Data Factory).
- Awareness of Microsoft D365 CE release cycles, the make/buy decision framework, and how to evaluate ISV solutions against native platform capabilities.
- Enough understanding of data modelling and Dataverse concepts to review the solution architect's and developers' designs, ask the right questions, and flag gaps or risks — without designing or building them yourself.
Desirable- Microsoft certification demonstrating D365 CE platform knowledge — e.g. PL-900 (Power Platform Fundamentals), or a functional certification such as MB-210 (Sales) or MB-230 (Customer Service) as a bonus, valued as evidence of platform understanding rather than to act as the functional consultant.
- SAFe POPM (Product Owner / Product Manager) or Professional Scrum Product Owner (PSPO) certification or similar.
- IIBA CBAP, BCS Business Analysis Practitioner, or equivalent professional BA qualification or similar.
- Experience with Omnichannel for Customer Service (OC4CS) including voice, chat, and Microsoft Teams channels.
- Knowledge of the business domain WWG operates in (global employment and Employer of Record (EOR) services, payroll, onboarding, and employment compliance) or comparable experience in a regulated, people- and process-intensive industry, with an understanding of the operational processes these businesses depend on.
What You’ll Be Part OfThis is a senior, high-impact role at the heart of a strategically important transformation programme within a business on a mission to make global hiring easy, handling the complexity of compliance, payroll, and onboarding so that employers everywhere can focus on growing. You will have real accountability shaping what gets built, how it gets delivered, and how well it serves the business and its clients. Working alongside talented engineers, architects, and business stakeholders, you will build deep expertise across the Microsoft D365 CE platform and play a visible role in a programme that directly underpins WWG's growth and the experience of the workers and clients it supports.
What Does Success Look Like? This role will be central to improving how WWG scales operationally, manages client and worker interactions, creates visibility across teams, and delivers a more consistent service experience globally.
Success in the first 12 months will mean WWG has a clearly owned D365 CE and portal roadmap, well-governed backlog, documented business processes, improved delivery quality, stronger adoption, and a platform that supports scale, service consistency and better client and worker experience.
What’s next?Our recruitment team will be in touch for an initial screening call if your application is shortlisted. Please note that due to high application volumes, we may not be able to respond to every applicant individually.
What we can offer you:- 25 days annual leave (increasing with service) + bank holidays
- Pension
- Health Assured
- Life Assurance
- Cycle to Work Scheme
- Awards
- Long Service Recognition
- Spectrum Life
- Annual Pay Review
- Employee Referral
*This role is homebased with travel into our London office once a month
Brand: Workwell
Territory: EMEA
Location : United Kingdom
Salary : £70,000 - £85,000
Workplace : Remote
Experience : Mid
Hours : Mon – Fri 9:00 – 17:30