Laurent is an established leader in Design Operations with more than 17 years of experience.

At Lloyds Banking Group, the biggest retail bank in the UK with 30m customers he helped:

Scale the group's multi brand mobile app to 9m users with record customer satisfaction
Grow the design organisation to 350 people
Run one of the largest design thinking programme in Europe, bringing designers' mindsets and tools to over 5,000 people as part of a 3 year agile transformation programme
Deliver many DesOps initiatives such as career paths, growing a culture of personal development, colleague engagement and retention, job description standardisation, communities of practice, events and more.
Create the strategy for Research Operations
Define the group's own design thinking framework

As Global Head of Design Operations at ClearScore (Fintech operating in 5 countries with 24m users), he established Design Ops as a practice, helped transform the performance of the Design function before expanding his ops remit to the entire organisation, resulting in a global product relaunch.

There, he also successfully:

Launched a new careers framework that helped team members get promoted with uplifting standards of practice
Set up the Design Quality Programme to address the system conditions impacting quality
Re-designed processes such as onboarding and squad transitions
Re-organised and re-set the centralised design team that included Content Design, Ops, Service Design and a Creative Studio - leading to £600,000 worth of productivity gains, high team engagement and positive business outcomes
Worked on Innovation & Product Ops initiatives, implementing a new 'Air BnB' style org model and optimising processes and ways of working (e.g. how we kick off projects off the roadmap, roles and responsibilities across business areas, acceptance...)

Laurent is an experienced speaker and spoke at Design Operations London 2023, 2024 and 2025. He also trained over 500 people in Design Thinking, Service Design and Public Speaking.

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