Ash Rhodes

Two-year CX transformation mandate for a connected-fleet SaaS data platform within ZF Group: modernize processes, integrate AI, and embed operational excellence. Concluded July 2026 with a structured handover to internal leadership.

• • Conducted full CX audit across three global support hubs; delivered phased transformation roadmap

• • Implemented AI-powered support workflows including automated triage, knowledge base enhancement, and internal chatbot assistant

• • Designed unified OKR and QA frameworks replacing SLA-only measurement with data-driven performance metrics

• • Built standardized escalation playbooks for complex technical issues requiring engineering involvement

Fractional leadership and CX transformation practice for technology companies worldwide, spanning short-term diagnostics to multi-year fractional engagements. Most contracts include comprehensive NDAs; anonymized case detail available in conversation.

• • Strategic leadership: partner with CEOs and VPs to define CX vision, structure, and KPI frameworks aligning Support, Success, and Engineering

• • Operational transformation: deploy scalable systems, automation, and documentation that shorten Time-to-Resolution by up to 95% and improve NPS by 70 points

• • Fractional team-building: recruit, coach, and mentor cross-functional teams across global sites; design QA and continuing-education programs for durable improvement

• • Revenue protection: reduce churn and A/R backlog through proactive lifecycle management and customer-health monitoring

Built a scalable CX organization from scratch for a technical API startup during Series A growth.

• • Established foundational CX infrastructure: onboarding playbooks, lifecycle frameworks, and customer health measurement

• • Implemented OKRs aligning support metrics with business outcomes; improved customer engagement by 45%

• • Partnered with Product and Engineering to translate recurring support issues into product improvements