Lindsay Combs Email & Phone Number

• Collaborate with industry partners to gather insights by participating in EMVCo working groups and co-lead the US Payments Forum Communication & Education working group to influence the vision, strategic insights, and forward-thinking priorities for American Express• Partner closely with Product, Policy, Technologies, and other internal teams to identify emerging insights from the payment ecosystem to contribute to company growth

• Lead Tokenization and Digital Wallet Project Management Office (PMO), owning the creation and execution of the strategy and roadmap, management of related client and customer experiences, collaboration with Technology and Business partners, as well as the Agile development planning, testing, and rollout with Business and Technologies partners. This maximizes team efficiencies for solutioning, establishing reports, providing status updates, and creating executive presentations• EMVCo Token Working Group (TWG) Team Manager for AmEx, responsible for building relationships with other card members, understanding industry standards and cardmember segments to prioritize the Tokenization Roadmap and influence the overall strategy of the Product Token Team to ensure we are leading the way

Phoenix, Arizona Area

• Reviewed and identified gaps in current network processes to communicate with build/technology teams - liaison between technical and business teams to deliver requirements of technical build work and user expectations• Drove alignment with key stakeholders on all levels regarding scope and prioritization of work• Informed platform delivery teams of key findings and opportunities that should influence build/development

Scottsdale, Arizona

• Partner with key stakeholders to develop and document a Client’s current processes related to core network functions (i.e. product deployment, new partner onboarding, etc.)• Develop a complete understanding of the customers and users interacting with the network, as well as their experience journeys• Analyze and assess pain points and develop a comprehensive strategy and roadmap to reengineer relevant processes• Drive implementation of strategic initiatives • Lead an effective project management office (PMO) across multiple network readiness projects • Inform platform delivery teams of key findings and opportunities that should influence the build/development plans

Scottsdale, Az

• Responsible for executing communications to 4M+ Medicare Part D members including providing documents in alternate formats (languages), submitting ad hoc letters through internal regulatory and compliance teams, and supporting an external health plans for annual member document updates• Utilized agile project management methodology to drive process improvement for annual member formulary notifications to increase customer satisfaction and decrease number of grievance cases opened year over year

Phoenix, Arizona

Connecting business owners who have commercial fleet vehicles with our nationally renowned automotive roadside services. • Responsible for the profitable growth of AAA Business solutions by developing new client relationships and retaining 200+ current commercial fleet clients for the organization• Accountable for development of client communications for program updates and changes• Demonstrated negotiation, sales excellence, and contract management skills

Phoenix, Az

Improved emergency roadside quality scores from 85.8% (2013) to 88.6% (2014) and 89.7% (2015) by driving initiatives and fast-track projectsManaged Net Promoter ProgramCustomer service blueprinted line of business process for customer experience improvements.Developed quality assurance plan for contact center and monitored quality management.Planned, directed and supported projects to improve business line quality using analysis, documentation and process improvement techniques commonly used within the enterpriseCreated and executed communication program to align operations and front-line employeesAnalyzed survey and social media data and used member feedback to identify pain-points in order to drive continuous improvementManaged clubs’ AAA National Accreditation Certification in 2014; club granted full 5-year accreditation Worked closely with front-line staff in AAA office locations, auto repair locations and call center to identify areas of quality opportunities for members and employeesDeveloped partnerships between stakeholders and team members during projects across multiple lines of business (internal), as well as customer to business relationships (external to internal) to support corporate goals

Phoenix, Az

Travel process/experience mapping to identify areas of opportunity for the member experienceExamined current training procedures across lines of business to ensure employees are current and consistent with club and member expectations

Walnut Creek, Ca

Event planning/coordination for ACP Summit and ACP “Day 1” Celebrations in various locationsManaged vendor partnership with BlueCross/BlueShield from conception to implementation AAA Business Development for both enhanced processes and product development

• Developed and executed project plans including major milestones, critical risks, measures of success and communication plans• Identified and managed project dependencies and critical paths• Tracked and reported on costs and invoices through shared websites and updated budgets and scorecards • Developed and delivered status reports, proposals, requirements documentation and presentations• Lead a cross-functional team across multiple lines of business• Developed partnerships between stakeholders and team members during projects across multiple lines of business (internal), as well as customer to business relationships (external to internal)• Pro actively communicated project dependencies and changes in schedule• Gathered requirements from IT for technology deliverables• Estimated resources and participants necessary for successful project implementation• Facilitated and coordinated executive strategic planning

Bachelor Of Arts, Communication Studies

Activities and Societies: Emphasis in Leadership & Management

Certificate In Project Management