Alberta Soranzo

Director Service Design

9.00am-9.30am

The Architecture of Talent

Service design places users squarely at the center of its practice, and fulfilling customer needs is the focus of organizations large and small. What happens though, to the people inside the organization, especially at times when efforts are mostly focused on efficiency, simplification and cost reduction?

How do organizations transform effectively, and organize their people and the work, to support change that isn’t merely cosmetic and that results in tangible outcomes, both internal and external?

Vision, willingness to depart from management models that are still firmly rooted in the industrial revolution era, and understanding that culture cannot be superimposed, but is the direct result of the conditions of the system in which it develops, are among the elements that will make an impact.

About Alberta Soranzo

An incorrigible nomad, Alberta was born and raised in Italy, has lived in California and now works in London, as Director of End-to-End Service Design at Lloyds Banking Group. Leading a team of systems thinkers and service designers, she's looking at shaping the future of financial services by transforming the organization from within.

Alberta sketchnotes the meetings she attends (and there are many), is a resolute ice hockey player and cares deeply about the very small things that, she says, "matter a lot".

You can find her online on Twitter and LinkedIn