Nicola Murphy

Evaluator
DISC Type : Dcs

Head of Experience Delivery at Affinity Water

St Albans, England, United Kingdom

Overview

Nicola is a delivery-focused Head of Customer Experience and Transformation, skilled at implementing complex changes in regulated sectors like automotive, banking, and utilities. Described as an innovative leader with limitless energy, she holds a BA from the University of East Anglia and excels at grounding ambitious projects in operational reality.

Personality Overview

Quality Focused

Hard To Convince

Thorough Evaluator

They are not very likely to become strong advocates of your product or service  They have a unique set of diverse traits where they are decisive and methodical but can sometimes be extra cautious and skeptical They focus on the results, but can still be quite procedural and analytical about how to get there

Topics They Care About

Customer Transformation
Her career is focused on leading customer experience strategy in major transformation programs across automotive, banking, and utilities.
Effortless CX
Believes the most underrated metric is customer effort, and the perfect outcome is a customer finding a new service or feature to be 'easy'.
Service Design
Has recently expressed a keen interest in strengthening her skill set in service design to better structure and improve end-to-end customer experiences.

Media Appearances

Nicola has no verified media appearances

Work History

1-2025
Head of Experience Delivery at Affinity Water
9-2022 - 12-2024
Lead Customer Experience Manager at Metro Bank (UK)
11-2021 - 10-2022
Head Of Client Services & Delivery at ELLA Digital
8-2017 - 11-2020
Head of Consumer Digital at Volvo Car UK
11-2015 - 5-2017
Retail Stores Concept Delivery Manager - SEAT UK at Volkswagen Group UK Ltd

Education

1996 - 2000
BA from University of East Anglia
1988 - 1995
Education details unavailable from The Walton School

More Information

Social Presence :

Prographics :

Exp : 11 Location : St Albans, England, United Kingdom Job Level : Mid-senior Designation : Head of Experience Delivery at Affinity Water
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Insights For Selling To Nicola

During A Call Or A Meeting

DO's

  • Be prepared for comments or questions that are critical of your product or your claims
  • Showcase your competitive superiority clearly when possible or address it at the minimum
  • Showcase how you can impact results but also make sure that you share detailed information too

DONT's

  • Don’t nudge them to do something by using the logic that others have done the same
  • Avoid too much small talk, just a few formal pleasantries should be fine
  • Avoid inviting them for any social interactions until you have built some rapport with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Nicola is

  • ROI matters the most to them, followed by process and finally proof of results
  • Will you ever get a clear answer from Nicola

  • They might hesitate a little, but will go ahead and say no when necessary (or asked)

Insights For Deal Planning

    How fast (or slow) will Nicola move?

  • They are unlikely to move very fast, especially when it comes to new products or services
  • Can Nicola take some risk or not?

  • They have relatively low risk-appetite and are not very likely to go for something unproven and risky

You And Nicola

Personality Compatibility


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