Nic Johnson in

Nic Johnson

Observer · DISC type ic
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.

Read the full overview →
Experience
7 Years
Current Role
Customer Experience Insight Manager
Job Level
Middle
Location
Cardiff, Wales, United Kingdom
Personality Overview

How Nic shows up

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.

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

No media yetWe could not find public media appearances for this person.
Education
1996 - 1998
Advanced GNVQ in Engineering
Afan College
Social presence
in
Behavioral profile

DISC profile (public)

i

Influence (I)

Influence (I) reflects the degree to which a person prefers to work by influencing or persuading others. Those scoring high tend to be people oriented, motivated by social recognition and building relationships.

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