Nicholas Nick Jones
Director of Customer Experience @ DAC, Inc. | Driving Operational & Service Excellence
- Role
- Director of Customer Experience at Dac, Inc
- Location
- Houston, TX, US
- LinkedIn followers
- 500 followers
About Nicholas Nick Jones
I’m a customer-experience leader focused on building programs that drive measurable impact, for both customers and the business. At DAC, I designed and implemented the CARE Framework (Customer Advocacy, Retention & Engagement), a scalable model that connects data, operations, and culture to create consistent, customer-centered outcomes across diverse industries.My leadership philosophy blends innovation with empathy. I believe that exceptional experiences come from strong systems and stronger people, teams that are equipped, trusted, and aligned. Whether it’s translating Voice-of-Customer insights into strategic action, improving retention and renewal performance, or modernizing the way we measure satisfaction, I focus on building processes that work in the field, not just on paper.I collaborate across functions, operations, finance, and technology to link customer outcomes with performance metrics and long-term value. My approach is practical, data-informed, and rooted in continuous improvement.Certified in Customer Experience (University of Houston) and Customer Service (LinkedIn Learning), I’m passionate about developing people, modernizing CX programs, and helping organizations deliver experiences that are as reliable as the systems they build.At the end of the day, great CX isn’t a department, it’s a culture.
Experience
Director of Customer Experience
Jun 2024 — Present · Houston, TX, US
In my role as the Director of Customer Experience at DAC, Inc. in Houston, Texas, I spearheaded the development of customer experience strategies to elevate service excellence and boost customer satisfaction. Through leading training sessions on service excellence and implementing innovative solutions to streamline processes, I successfully enhanced customer interactions and drove business growth.
Skills
- Electricians
- Hvac
- Engineering
- Retro-Commissioning
- Hmis
- Mechanical Aptitude
- Variable Frequency Drives
- Automation
- Project Planning
- Low Voltage
- Building Automation
- Microsoft Office
- Building Maintenance
- Modbus
- Troubleshooting
- Programming
- Energy Conservation
- Energy Management
- Building Management Systems
- Project Management
- Hvac Controls
- Commissioning
- Bacnet
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