Alex Horstmann's Email Addresses & Phone Numbers

A creative and commercial customer and user experience leader, with a proven record in driving business value through innovation, customer strategy and experience design. I use my passion, experience and vision to lead teams to deliver fantastic online experiences and drive real business success and growth.Head of Experience Design - General Merchandise & Clothing (Online) and OneTesco...

A creative and commercial customer and user experience leader, with a proven record in driving business value through innovation, customer strategy and experience design. I use my passion, experience and vision to lead teams to deliver fantastic online experiences and drive real business success and growth.Head of Experience Design - General Merchandise & Clothing (Online) and OneTesco @ From April 2015 to Present (9 months) Head of Customer Experience (General Merchandise Online) @ Built a new, multi-disciplinary team of 25 people, across research, user experience, visual design, front end development and content strategy (with team members co-located in India). Responsible for the customer experience of the in-store and online Tesco Direct digital proposition. Drove a 30% increase in sales (demand) and a 12pt increase in Customer Satisfaction (CSAT) score through a strategic redesign of category landing pages. Increased sales by 42% on key offers. From June 2014 to April 2015 (11 months) Head of User Experience & Design @ KEY ACHIEVEMENTS Delivered a 35% increase in conversion on thomson.co.uk and 15% conversion rate increase on firstchoice.co.uk through their redesign. Implemented a persuasion design strategy which delivered an 11% conversion improvement. Increased mobile conversion by 100% by setting and implementing a responsive design strategy. Promoted to Head of UX & Design in Aug 2012. Selected for TUI’s Senior Leadership development programme in 2011. KEY RESPONSIBILITIES Responsible for the strategic redesign of the Thomson and First Choice websites. Leading a multi-disciplinary team of 24 people (UX, Design, UI Developers, QA, BA and PM). Restructured and grew the UX & Design team into an effective and best in class organisation. Implemented an insights driven, evidence based user centred design methodology. Responsible for the design of the retail and call centre selling systems. Set and delivered the TUI mobile strategy. Appointed as the European UX Lead, to coordinate UX strategy across Group businesses. From January 2010 to May 2014 (4 years 5 months) Luton, United KingdomEuropean Customer Experience Lead (Mainstream) @ KEY ACHIEVEMENTS Implemented a pan-European customer experience framework. Identified key areas for customer experience market ownership and differentiation. Delivered a methodology for “outside-in”, customer driven business growth. KEY RESPONSIBILITIES Managing multiple European stakeholders in a complex organisational structure. Working with group companies (primarily Nordics, Germany, France & the Netherlands) to agree a common customer experience governance framework. Mapping, on a group level, a common customer behaviour; and using that mapping to drive innovation and business value. From April 2013 to April 2014 (1 year 1 month) Stockholm, SwedenUser Experience Consultant (contract) @ KEY ACHIEVEMENTS Delivered a new site architecture and UX for a new media player and search function. Delivered the strategic UX redesign of the Movies and Games section KEY RESPONSIBILITIES Providing expert consultancy for a redesign of the Virgin Media site. Consulted on a new, cross-platform video on demand product. From August 2009 to December 2009 (5 months) London, United KingdomUser Experience Manager (Contract, Maternity Cover) @ KEY ACHIEVEMENTS Delivered the strategic approach and UX for Channel 4’s online video offering, 4oD. Led the UX team during the redesign of channel4.com. KEY RESPONSIBILITIES Leading the in-house user experience team and supporting contract resource. Selecting, briefing and managing external agencies. Ensuring that best practice usability and accessibility was in place for all websites. From August 2008 to July 2009 (1 year) London, United KingdomSenior User Experience Architect @ KEY ACHIEVEMENTS Led and delivered the UX, design and UI development for Tideway’s cutting edge, flagship product Foundation. Supporting and taking part in pitch work and proof of concept activity at Maersk, JP Morgan and BT. Led the product design of several key features of the Foundation product. KEY RESPONSIBILITIES Leading the UX & Design team. Responsible for all aspects of user experience and design within Tideway. Led the user research and insight activity that underpinned all product innovation. From April 2004 to August 2008 (4 years 5 months) London, United KingdomSenior Web Designer/User Interface Engineer @ KEY ACHIEVEMENTS Designed the front end of an enterprise level CRM system for a major US dental insurance provider. Senior designer on the redesign of the avon.com B2B and B2C online store. KEY RESPONSIBILITIES Lead Designer for a number of big brand web and intranet projects, including Mastercard, Avon Cosmetics and Penguin Books. From April 2001 to April 2004 (3 years 1 month) Internet Manager @ Designed and delivered a new website for one of Ireland’s largest recruitment companies, with four separate divisions. From January 2001 to April 2001 (4 months) IT & Internet Manager @ Designed and delivered new websites for Ireland’s largest independent radio station, including a newspaper site and site’s for 96fm and 103fm. From October 1999 to December 2000 (1 year 3 months) Webmaster and Office Manager @ From May 1998 to October 1999 (1 year 6 months) B.Sc. (Hons) @ University College Cork From 1993 to 1997 Alex Horstmann is skilled in: User Experience, User Interface Design, Usability, Management, Innovation, User-centered Design, Interaction Design, Communication, E-commerce, Information Architecture, Mobile Devices, Product Management, Wireframes, CSS, Usability Testing