ARC | Ash Rhodes Consulting

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Fractional CX leadership for organisations that need an experienced hand.

I'm Ash Rhodes.

For nearly 20 years, I have built and rebuilt customer experience organisations. From scratch, from chaos, or from the point where team members were churning even faster than customers.I work with companies in every phase, but most typically not quite large enough to have a permanent VP of CX or CCO on the books. Or there may be one but things have gone awry in unique ways that need an outside resource. At your service!My results speak for themselves. At ReCharge Payments, a Customer Support and Success team that I built from a single person to 35 globally, I had a 100% employee retention with over 60% female department leadership. The foundation that I put in place set the stage for ReCharge to go double unicorn just a couple of years later.

At Yat Labs, the resilience that I built into their team design allowed them to handle major announcements and events that brought 300x engagement with zero complaints. At vidIQ, I completely redesigned the approach to support and success, leading to a 60% improvement in NPS and 34% improvement in CSAT while also reducing the need to scale employees.Through ARC, I work fractionally as a contractor or in an advisory capacity.

• About Ash

Speaking and writing

Outside of client work, I speak publicly about customer experience leadership and write about what I have learned along the way. A selection of recent talks and writing can be found linked below.

Building CX Organisations

You are growing fast and the support function has not kept pace. Or you are building from scratch and you need someone who has done this before. I design the structure, build the playbooks, hire the team, and hand it back to you in a state that can scale without me.

• Building CX Orgs

Leadership Coaching and Advisory

For CX leaders navigating a growth moment, a structural change, or a team they have inherited that turned out to be more complicated than the role description suggested.Individual coaching and small-group advisory for leaders who need a thinking partner with specific operational experience can make all of the difference.

• Leadership Coaching

Targeted CX Interventions

Sometimes the problem is specific and the engagement should be too. A queue that is out of control. A team that is not functioning. A metric going in the wrong direction and no one quite knows why. Focused engagements for exactly this, without the overhead of a long-term contract.

• Targeted Solutions

• Back

About Ash.

I am an historian by training. It is not the obvious path into customer experience, but it shaped how I approach the work: understanding why systems break down, identifying what the data is actually saying, and building something more durable in their place.For nearly twenty years I have led CX organisations across sectors: fintech, health tech, DTC retail, crypto, AI, and more! The problems do not change as much as the context does: Teams that cannot scale. Organisations that are not listening to what their customers are already telling them. Leaders caught between where the function is and where the business needs it to be.That is where I come in. Through Ash Rhodes Consulting, I partner with organisations as a Fractional CX Leader: direct, embedded, and focused on outcomes that hold up after the engagement ends.

• Let's Get Started!

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Building High-Performing Teams

Every role in your company touches the customer, directly or otherwise. The problem is that most organisations are not built to reflect that and people who are deep in the weeds by the very nature of their work cannot see the larger picture. Handoffs break down. Metrics do not connect across teams. Customer-facing teams are treated as cost centres rather than sources of intelligence.I design and build CX organisations that function as a system. Roles and responsibilities defined so that people know what good looks like. Workflows that transfer without friction. Reporting that connects daily work to business outcomes rather than vanity metrics.I have done this from a team of one to a global organisation of 35 and beyond. Teams of just 10 that supported millions of active users. At ReCharge Payments, the structure I built resulted in 100% employee retention through rapid growth, with over 60% female department leadership. At vidIQ, a complete redesign of support and success improved NPS by 60% and CSAT by 34% while reducing the need to scale headcount at the same rate.If you are building from scratch, scaling an existing function, or inheriting a team that is not working: this is the work.

• Let's scale your CX Organisation

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Leadership Coaching & Advisory Services

Great leaders are developed, not born.Leadership is often a lonely role. You are expected to make decisions with incomplete information, manage competing priorities, and hold the team together while figuring things out. Most leadership development programmes are not designed for the specific challenges you are actually facing.I offer one-to-one and small-group coaching for emerging and established leaders of all varieties, but with a special regard for customer-facing departments. The focus is on the real problems: how to lead through structural change, how to manage up, how to build a team that stays.If my approach is not the right fit, I can connect you with coaches and mentors in my extensive network who might be. The point is that you get what you need.

• Get going with Coaching

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Targeted CX Interventions

Sometimes the problem is specific and the engagement should match.When things go sideways, whether that is a queue out of control, a team that is not functioning, a metric moving in the wrong direction, or an escalation that needs immediate attention, a long-term contract is not what you need. What you need is someone who has seen this class of problem before and can step in, diagnose it, and fix it.I am available for short-term consulting projects and focused fractional engagements. If the problem falls outside my area, I can source a specialist from my network rather than taking work I am not the right person to do.

• Get started with Targeted Help

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Reach out!