Nic Johnson

Observer
DISC Type : ic

Customer Experience Insight Manager at Dŵr Cymru Welsh Water

Cardiff, Wales, United Kingdom

Overview

With over 15 years of experience, Nic is a leadership professional specializing in customer experience, continuous improvement, and turning data into logical strategies. He is a certified Lean Six Sigma Black Belt and currently leads customer experience insight at Dŵr Cymru Welsh Water, focusing on improving experiences for customers and colleagues.

His team won the prestigious Driving Change award at a national speech analytics conference for their innovative use of technology to understand customer needs and improve service quality.

Personality Overview

Assertive

Example Seeker

Curious

They often ask many questions and rely heavily on information and documentation.  They can sound friendly and charming but can quickly change gears to become inquisitive and probing. They are generally good communicators and can be hard to convince.

Topics They Care About

Speech Analytics
His team won an award for using speech analytics for demand driver analysis and agent quality, highlighting a focus on leveraging technology for customer insight.
Customer Insight
As CX Insight Manager, he is responsible for creating and delivering the insight and improvement strategy for Dŵr Cymru Welsh Water.
Team Recognition
Frequently posts about his team's achievements, celebrating their wins at the ICS and Forum Awards, showing he values a positive and successful team culture.

Media Appearances

Nic has no verified media appearances

Work History

1-2022
Customer Experience Insight Manager at Dŵr Cymru Welsh Water
9-2020 - 1-2022
Customer Insight Manager (secondment) at Dŵr Cymru Welsh Water
6-2018 - 9-2020
Customer Experience Manager at Dŵr Cymru Welsh Water

Education

1996 - 1998
Advanced GNVQ in Engineering from Afan College

More Information

Social Presence :

Prographics :

Exp : 7 Location : Cardiff, Wales, United Kingdom Job Level : Middle Designation : Customer Experience Insight Manager at Dŵr Cymru Welsh Water
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Insights For Selling To Nic

During A Call Or A Meeting

DO's

  • Help them realize that there is no personal risk in making this decision
  • Help them understand the risk aspect fully while inspiring confidence
  • Build rapport, it will come handy to handle hard questions later

DONT's

  • Don’t brush off any concerns, take all questions seriously
  • Don’t try to rush them into a decision, provide all necessary information first
  • Don’t be too objective but make sure to pad your storytelling with data points

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Nic is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Nic

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Nic move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Nic take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Nic

Personality Compatibility


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