Alex Bradbury

Career Journey

Over two decades of design leadership, from startup founder to consultant for Fortune 500 companies. Here's how I've helped transform customer experiences across industries.

2014 - Present

Founder & Experience Director

FlawlessCX

Founded and lead a boutique design consultancy specialising in customer experience transformation.

Key Achievements:

  • Delivered improved customer experiences for John Lewis, Ticketmaster, and Virgin Media
  • Grew team from 1 to 15 specialists across UX, service design, and research
  • Achieved 95% client retention rate over 9 years
  • Featured as design leader in UX Magazine and Design Week
2019 - 2023

Senior Design Consultant

Sainsbury's

Lead design consultant for digital transformation initiatives across retail and financial services.

Key Achievements:

  • Led checkout redesign increasing online conversions by 24%
  • Designed Sainsbury's Bank mobile app (4.7/5 rating)
  • Managed cross-functional teams of 12+ specialists
  • Established design system used across 15+ digital products
2020 - 2022

Head of Customer Experience

Legal & General

Transformed customer journeys for insurance and investment products.

Key Achievements:

  • Reduced claim processing time by 60% through service redesign
  • Improved customer satisfaction scores by 35%
  • Led digital transformation affecting 2M+ customers
  • Implemented customer-centric design practices across organisation
2018 - 2020

Product Design Lead

NOW TV

Led product design for streaming platform serving 1.6M subscribers.

Key Achievements:

  • Redesigned onboarding flow improving conversion by 28%
  • Created design system for 5 platform interfaces
  • Reduced customer support tickets by 42%
  • Led team of 8 designers and researchers
2016 - 2018

Senior UX Designer

Net-a-Porter

Enhanced luxury e-commerce experience for global fashion platform.

Key Achievements:

  • Increased mobile revenue by 45% through responsive redesign
  • Implemented personalisation features improving engagement by 60%
  • Led user research across 12 international markets
  • Mentored junior designers and established UX best practices

Career Highlights

20+
Years Experience
50+
Major Projects
15+
Team Members
95%
Client Retention