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Lara Truelove

Head of Customer Experience
As Head of Customer Experience of Singlife with Aviva, a recently merged financial services provider, Lara has been driving development of new capabilities and CX programs.  

This has involved establishing an organization wide voice of customer program, developing human centered design ways of working, implementing agile insight capabilities and setting up user research.

Being part of the foundational team has given Lara the scope to conceptualise over-arching customer centric models and frameworks, such as market segmentation and mapping the problem spaces – the needs that Singlife helps people with – and the future state of customer experience that feeds into future strategy.

Previously, Lara founded Creativer, a specialist human centred design and creative problem solving learning provider and innovation consultancy based in Singapore. Lara established Creativer to helps groups of individuals to THINK UP when collaborating on strategy, customer experience, digital and product innovation. She worked with client organisations including Changi Airport Group, Capgemini, Singapore Press Holdings, Clear, Common Purpose, and Space Matrix. In addition to designing innovation processes, Lara delivered ongoing learning programs applied to live challenges, to shift and embed new ways of working.

Lara previously spent 15 years at Visa Inc, the majority of these leading the Asia Pacific client consulting team, and earlier leading the regional marketing insights team. Lara worked with clients including DBS, Standard Chartered Bank, Citibank, Westpac, Bank Mandiri, and many partners in adjacent sectors. She led teams in solving a variety of challenges ranging from product portfolio optimization, product revitalization and service delivery, to market entry and cultural change.

Before joining Visa in 2003, Lara held various strategy, marketing and product roles in the banking industry in Australia.

My Speakers Sessions

Wednesday, March 16

10:50am GMT+08