Senior Dynamics CRM Developer (VoC)

Responsibilities

• Develop and maintain the Voice of Customer (VoC) module within Microsoft Dynamics 365 to capture, analyze and act on customer feedback
• Enhance utility service deliveries across water and electricity distribution through tailored CRM solutions
• Implement various feedback mechanisms including surveys, focus groups and direct customer interaction
• Gather and translate deep understanding of customer needs, preferences and pain points into actionable system improvements
• Support the utility provider in making informed decisions that align with customer expectations
• Act as the front person for client business team communication, including Customer Services, Water and Electricity department representatives
• Collaborate closely with the IT department, including Service Desk, to ensure smooth delivery and operational support
• Provide technical guidance and recommendations to align CRM capabilities with business goals

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