Customer Experience Manager, The Farmers Trading Company Limited
Jeremy Duffin has spent the last seven years in a variety of customer experience roles across large New Zealand organisations. Within these roles Jeremy has looked after programmes which capture customer and employee feedback, and has worked with each business to ingrain a customer culture and implement customer led improvements. This included leading the Voice of Customer and Mystery Shop programmes across the Kiwibank Retail network where significant improvements in customer satisfaction were noted over a 12 month period.
In January 2019 Jeremy joined the Farmers team as Customer Experience Manager. At Farmers Jeremy manages Customer Experience strategy, insights and improvements, including a newly formed Customer Panel which has created a Farmers community of more than 5,000 members across New Zealand.