Franca Venetico

Franca Venetico

Principal

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Franca is a passionate customer experience leader who has achieved commercial results in challenging operational and sales environments, delivered with uncompromising focus on the customer. She has 18 years’ experience in banking and health insurance across product development, pricing, sales and service, marketing, operations and process improvement. Most notably, Franca created a market-leading customer experience (CX) design, Delivery and Voice of Customer analytics, to deliver market share and profitable growth.

Influential work

  • Led an enterprise customer experience transformation program; including channel, service, process and cultural transformation; that in two years turned around legacy customer volume decline to achieving market share growth for the first time in 10 years
  • Received the inaugural CX Industry Awards for 2018 Best CX Transformation of the Year
  • Represented an Australian Stock Exchange-listed health insurer at the 2018 Senate Enquiry on Value and Affordability of Private Health Insurance
  • Held chief executive officer responsibilities for a health insurance business generating $500M+ revenue per annum, resetting the culture, financials and operations to build a successful dual brand strategy
  • Operationalised a $1.4B government contract to provide health services for 80,000 Australian Defence Force personnel; leading the system, data quality and process implementation.

Outside of Nous

Originally from the UK and with extensive experience in energy efficiency, energy market liberalisation and environmental policy, a 2000 business trip led Franca to spontaneously emigrate to Australia. This was not the first time Franca has moved countries: she commenced her career with an IBM subsidiary working in Rome, where she acquired computer programming and systems analysis skills. She joined National Australia Bank following her arrival in Australia and worked across Retail, Business and Private Banking in customer relationship management analytics, segment marketing and product development roles. Most recently, Franca was at Medibank, where she gained in-depth experience in product and pricing management, systems delivery, regulatory compliance, customer-facing functions and health provider commercials.  She is driven by doing what’s right for customers, relentlessly pursues impact and has a servant-leadership mind-set.

Franca holds a Master of Business Administration from Southbank University London; a Postgraduate Diploma in Strategic Marketing from the Institute of Marketing, UK; and a Bachelor of Arts (Honours) from the University of Westminster. She is a member of the Australian Institute of Company Directors and has undertaken the AGSM Leadership Programme, and the Williamson Community Programme at Leadership Victoria.

In her spare time...

Franca enjoys immersing herself in all cultural aspects of travelling, like learning to salsa in Cuba. She speaks Italian and French and enjoys doing anything creative, pilates and theatre-going.