Apr 2023 – Sep 2024 · 1 yr 5 mos

• Leading Martech transformation

Jun 2018 – Jun 2023 · 5 yrs

• Ruchika led engineering teams across the US, UK, Europe, Asia Pacific, and India. She was responsible for the Enterprise Communications and Conversational Intelligence capabilities. She also owned the company’s Chat platform, scaling to be the largest contact centre for AXP and its proprietary NLP capabilities. She worked closely with the company's Amex Labs and Marketing functions on a range of products, including but not limited to the Amex Dining, Advertising and Brand Management platforms. As part of this role, Ruchika also led several Corporate Technology and Contact Centre Technology products and the Intelligent Automation / Machine Learning CoE for the Services group.
• In her role as the Asia Pacific Head of Technology, Ruchika was responsible for partnering with the region's (Australia, China, Hong Kong, Japan, New Zealand, Southeast Asia, Taiwan) proprietary and JV businesses to build best-in-class technology solutions across the Payments landscape and regulatory value chain; and led the Technology teams across the region.

Sep 2015 – Jun 2018 · 2 yrs 9 mos

• As Chief of Staff to the Global Chief Information Officer of American Express, based out of the American Express HQ in NY, Ruchika was responsible for driving the Technology Strategy of the company, driving end-to-end portfolio and vendor management, running the office of the CIO and providing day to day strategic and analytical counsel. Spanning over 20000 people worldwide, the Technology organization develops digital capabilities, products and platforms and provides strategic direction on the technology roadmap across American Express Company. Member of the Global Technology Executive team responsible for developing and implementing strategy, key goals, and objectives for the Global Technology organization. She provided Strategic leadership, insights, and counsel to the Global Chief Information Officer.

Mar 2009 – Sep 2015 · 6 yrs 6 mos

• Responsible for Product and Platform Engineering and providing Engineering leadership – building and leading large engineering teams across geographies. During this phase, Ruchika built and led engineering teams from the ground up. She was responsible for leading and modernizing several contact centre capabilities and platforms for the Company. She also led regional technology support, Contact Centre set-up, and Global deployments for India, Greater China Southeast Asia. She was a member of the Technology and Servicing Regional Executive teams supporting the people and strategic agenda in both forums.

Mar 2001 – Mar 2009 · 8 yrs

• Ruchika joined American Express in the Fraud Infrastructure organization as a full-stack engineer.
• During this initial phase of her career at Amex, she thrived as an engineer and later as an engineering leader; she developed and led a range of Credit and Fraud Risk web, middleware and data products.
• Deployed the first ever digital acquisition web portal and database at Amex. She drove the end-to-end data management effort across various fraud and credit risk data sources, including but not limited to the first ever Negative Database, the Global Billing systems and worldwide credit and collection systems.
• Established Incubator for Risk Organization, developing engineering solutions for the Credit Risk and Fraud team. Built several Patented products for Credit and Collections and Financial Risk reporting, led web portal development teams including best-in-class Customer Care Professional Performance management capabilities and Business Intelligence tools ahead of their time.