'About Nelri Venzke
About
Nelri Venzke
Principle Design Director
Absa Personal and Private Banking
Nelri Venzke is a Senior Design Director at Absa Bank, leading cross-functional teams across Personal and Private Bank. With 20+ years of experience, she delivers solutions that fuse creativity and impact.
She’s driven design at scale—accelerating UX, unifying platforms, and embedding systems that align with business and customer goals. Nelri is also a passionate mentor and holds executive education from Kellogg and Harvard Business School.
Before Absa, she held leadership roles at top design and innovation agencies, consistently positioning design as a catalyst for transformation across industries.
Talk topic
The Responsibility of being trusted
Organisations talk a lot about earning customer trust, but customers often place things that matter deeply - like their money, identity, health, time and future - in the hands of organisations before that trust has necessarily been earned.
This talk will explore “What responsibility do organisations inherit when customers place their trust in them?”
Nelri will look at what it means when we trust someone and the vulnerability this creates, and how this translates to the organisational context. What does it mean for an organisation to be trustworthy, and why the responsibility for trust extends far beyond the design and customer experience disciplines.
Ultimately, it challenges us to shift the conversation from how we get customers to trust us, to how we behave when something that matters to customers has been placed in our care.
The Responsibility of being trusted
Organisations talk a lot about earning customer trust, but customers often place things that matter deeply - like their money, identity, health, time and future - in the hands of organisations before that trust has necessarily been earned.
This talk will explore “What responsibility do organisations inherit when customers place their trust in them?”
Nelri will look at what it means when we trust someone and the vulnerability this creates, and how this translates to the organisational context. What does it mean for an organisation to be trustworthy, and why the responsibility for trust extends far beyond the design and customer experience disciplines.
Ultimately, it challenges us to shift the conversation from how we get customers to trust us, to how we behave when something that matters to customers has been placed in our care.
