FlexiGroup New Zealand has intensified its focus on customer-centricity in the payments industry by appointing Tim McFarlane to the newly-created role of chief customer officer. The company has a number of retail finance products in its stable, including Q Card, buy-now-pay-later product Oxipay, and the Farmers Card.
McFarlane comes to the role having held positions as chief marketing officer with both Paymark and GeoOp. He also spent five years at Vodafone, including several as its principal go to market manager for Europe.
McFarlane will start his role at FlexiGroup from November 16.
FlexiGroup chief executive Chris Lamers says great customer experience is about delivering simple and effective products and services that work for the customer.
“There’s a lot of talk about customer-centricity in the industry and the role technology plays in the future of customer experience. While there is no doubt that investing in technology is critical for organisations to evolve, what’s equally important is getting the fundamentals of today right and making sure the customer gets what the customer really wants – not what organisation ‘thinks’ the customer wants.
“With finance and payments, there are a number of things people universally love and want including no interest, no fees and flexibility to manage payments – all of this boils back to three things: giving the customer choice, control and certainty.
“Tim has a strong suite of expertise to drive FlexiGroup’s vision to deliver outstanding customer experiences through the products and services we provide and we’re thrilled to have him join the FlexiGroup family.”