Nic Johnson in

Nic Johnson

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Customer Experience Insight Manager at Dŵr Cymru Welsh Water
📍 Cardiff, Wales, United Kingdom

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.

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Experience
7 Years
Current Role
Customer Experience Insight Manager
Job Level
Middle
Location
Cardiff, Wales, United Kingdom
Personality Overview

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Communication Style
Decision Approach
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Priorities

Topics Nic cares 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.
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Career

Work history

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

Media appearances

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Education
1996 - 1998
Advanced GNVQ in Engineering
Afan College
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

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