Nic leads the Citizen Experience Improvement (CitX) team at GovMetric, working exclusively with public service providers to help them understand how citizens experience the services they deliver. He strongly believes that systemic analysis of the Voice of the Citizen (VoC), Voice of the Employee (VoE) and behavioural and demand data are essential to correctly diagnose why services do or don’t work, and to identify the root causes of systemic failure. Nic holds a Business Studies degree and is a recent graduate of the Goldman Sachs 10KSB programme at the Oxford University Business School.