Customer-Centric PM: Anticipating Needs Across the Product Life Cycle

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Customer Centric
Product Managers
Anticipating Needs Across the
Product Lifecycle
Lisa Yokoyama
SVP and Head of Product
Amex Digital Labs

6
LISA YOKOYAMA
SVP, HEAD OF PRODUCT AMEX DIGITAL
LABS
• Lead the product team in American
Express’s innovation lab, driving the
product vision, strategy, and roadmap
for enterprise-wide digital solutions
• Focus on AI-driven experiences, digital
commerce, and lifestyle products and
services for American Express
customers
• Drawn to customer-centricity of financial
services, dedicated to improving the
user experience

What is happening
in the broader
marketplace?
What consumer
trends am I not
addressing?
What's a gap in what
I'm offering?
How is regulation
changing the nature
of this business?
What is a solution
that I use that isn't
working?
What technology
might I need to
better understand?

INSPIRATION
• Curiosity
• Bias for action
• Compelling vision

ARTICULATION
• Responsible for the impossible
• Empathetic
• Drive customer and business
outcomes

555-555-5555
CF Frost
555-555-5555
CF Frost
555-555-5555
CF Frost
CF Frost
CF Frost
555-555-5555
Arthur M
555-555-5555
Anna
555-555-5555
Alice
555-555-5555
Arnold

This material contains information that is proprietary and confidential to American Express. It cannot be shared with third parties without
American Express’ written consent. AMERICAN EXPRESS PROPRIETARY & CONFIDENTIAL. DO NOT COPY. DO NOT DISTRIBUTE.

FEEDBACK
• Obsessed over experience
• Drives clarity
• Prioritizes

THANK YOU
www.linkedin.com/in/lisayokoyama

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Training Courses
and Team Training
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