1. Revolutionizing the Customer Experience:
Innovating and Scaling within Enterprise
Organizations
by American Express VP of Product
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2. Accelerate your Product Management Career
Certifications
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Certification™
Product Leader
Certification™
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3. Team Training
Level Up Your Team’s
Product Management Skills
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4. Resources
Free Product Management Resources
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Reports
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5. Innovating and Scaling within Enterprise Organizations
MAY 31, 2023
MARGARET RYAN, VP PRODUCT MGMT

6. 6
Margaret Ryan
VP, Emerging Payments
Amex Digital Labs
• Joined Amex in 2013
• Started on Amex Offers
• Moved to Digital Payments

7. AGENDA
7
01
02
03
EXAMPLES IN ACTION
INNOVATING AT AN ENTERPRISE LEVEL
SUMMARY

8. INNOVATION INSIDE A BIG
COMPANY IS __________
8

9. INNOVATION INSIDE A BIG
COMPANY IS ESSENTIAL
9

10. INNOVATION INSIDE A BIG
COMPANY IS EASIER
1
0

11. INNOVATION INSIDE A BIG
COMPANY IS EVERYWHERE
1
1

12. 12

13. 13

14. ENTERPRISE INNOVATION PARTNERS
CONSISTS OF THREE TEAMS
14
Strategic
Partnerships
Amex Digital Labs
Corporate
Development /
Amex Ventures

15. TAKING AN OUTSIDE-IN PERSPECTIVE,
WE HAVE 6 KEY FOCUS AREAS…
15
PAYMENTS COMMERCE MEMBERSHIP BLOCKCHAIN & WEB3 AI & NEXT-GEN SERVICING R&D / DISRUPTIVE TECH
LABS CORE FOCUS AREAS
CONTINUOUSLY
GRADUATING
PRODUCTS TO BUS
RTP /
Open Banking
QR
Payments
Card
Provisioning
Virtual
Card
Financial
Tools
Future of Travel
& Experiential
Sustainability
Dining
Wallets + Financial Services
NFTs
Data +
Infrastructure
Sentiment
Analysis Language
Translation
Predictive
Search
Servicing &
Travel
Automation
Natural
Language
Processing
Agent
Automation Biometrics
XR
Hyper-personaliz
ation
Advanced Connectivity
Future of
Work
Click to Pay
(SRC)
Amex
Band
Amex for
Developers
Financial Planning
Checking/D
ebit

16. … AND HAVE
ROOTED OUR
AMBITION IN KEY
MEASURES OF
SUCCESS THAT WE
TRACK TOWARDS
YEARLY AND OVER
TIME
16
REVENUE
GROWTH
CUSTOMER
ENGAGEMENT /
SATISFACTION
NEW PRODUCTS
LAUNCHED
SPEED TO
MARKET
1 2
3 4

17. OUR TEAM IS STRUCTURE INTO THREE TYPES OF ROLES,
WITH A UNITED APPROACH TO SOURCING THE BEST TALENT
17
PRODUCT
MANAGEMENT
Ideating, creating, delivering, and
managing best in class products
and experiences
PRODUCT
ENABLEMENT
Driving speed to market while
balancing the critical need for
controls, as well as providing
tools and consultative guidance
to enable agility across the
team
BUSINESS
DEVELOPMENT
Identifying market and partner
opportunities, and defining and
executing strategies to deepen
customer value through tech
solutions
TALENT ATTRIBUTES
TALENTED | DIVERSE | GROWTH MINDSET | CUSTOMER CENTRIC | ADEPT WITH TECH | CURIOUS

18. 18
CLASSIC
PRODUCT
MANAGEMENT
WITH ENTERPRISE
BACKING
ELEGANT
SOLUTION
IMPACTFUL
INNOVATION
EMERGING
TREND
CUSTOMER
PROBLEM
BUSINESS
STRATEGY
INTERNAL /
PARTNER
NETWORK
CUSTOMER
REACH
GIFT OF
TIME

19. 19
EXAMPLES
IN ACTION
EXAMPLE
IN ACTION

20. VIRTUAL CARD NUMBER
Source: 1) Morgan Stanley, June 2022 20
EMERGING TREND CUSTOMER PROBLEM
EASIER,
SECURE WAY
TO PAY
ONLINE
BUSINESS STRATEGY
20%+
E-COMM SHARE
OF GLOBAL
RETAIL SALES IN
‘211
INCREASE
E-COMM SPEND
INTERNAL / PARTNER
NETWORK
CUSTOMER REACH GIFT OF TIME
’22-’23

21. VIRTUAL CARD NUMBER ENROLLMENT EXPERIENCE
1. Make a purchase using
Google Chrome
2. Save your Card to your
Google Account
3. Enroll your Card for an Amex
virtual card number
21

22. VIRTUAL CARD
NUMBER
CHECKOUT
EXPERIENCE
22

23. VIRTUAL CARD NUMBER RESULTS
Source: 1) Google analysis specific to Autofill as a whole
Most popular merchants by
spend are in the travel
industry
Large number of
transactions for tax
services in Q1
50% faster checkout1
23

24. 24
EXAMPLES
IN ACTION
SUMMARY
DRIVERS OF OUR
SUCCESS
Leadership and stakeholders who believe in and
invest in innovation
Great talent who believe in the mission
Innovating just at the boundary to make progress
without breaking trust
Have established a track record of piloting with some
successes that are ready to scale across the
enterprise
Leveraged the power of enterprise backing

25. 25
EXAMPLES
IN ACTION
THANK YOU

26. Part-time Product Management
Training Courses
and Team Training
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