Quidco

Optimising a High-Scale Marketplace Platform.

Role: Group Head of Design & UX
Scale: £1.5B+ annual member spend | £80M+ platform turnover | Millions of members across UK and Europe

Scope: Experience strategy and UX leadership across Quidco, Shoop.fr, and Shoop.de platforms, including consumer journeys, retailer integrations, cashback transactions, and native mobile apps.

Strategic Impact

  • Marketplace optimisation: Improved transactional journeys between consumers and retailers, increasing conversion and partner performance across key commercial events.

  • Personalisation strategy: Introduced personalised cashback rates and tiered membership models, increasing purchase conversion and repeat engagement.

  • Operational efficiency: Simplified cashback tracking and payout journeys, reducing confusion and improving customer trust in the platform.

  • Self-serve customer support: Designed guided help flows and knowledge tools, reducing customer service enquiries by 70%.

  • App experience transformation: Led redesign of Quidco and Shoop mobile apps, achieving consistent 5-star App Store ratings.

  • Commercial partnership enablement: Improved retailer visibility, promotional placements, and campaign performance, strengthening revenue generation for major partners including H&M.

Leadership & Organisation

  • Led a multi-disciplinary design team supporting multiple international brands and platforms.

  • Partnered closely with Product, Engineering, Data, and Commercial teams to align UX improvements with revenue growth and partner performance.

  • Introduced more structured UX processes and experimentation practices to improve decision confidence and delivery speed.

  • Balanced customer experience with partner economics, ensuring UX improvements supported both sides of the marketplace. 

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Measurable Outcomes

Initiative

Black Friday platform optimisation

Personalised cashback experience

Customer support self-serve tools

Partner campaign optimisation

Mobile app redesign

Result

+70% YoY revenue growth

+6% purchase conversion

–70% support enquiries

£1M+ annual commission growth

5-star App Store ratings

Key Takeaways

  • Optimised a high-volume transactional marketplace, balancing consumer experience with partner revenue performance.

  • Demonstrated how UX improvements directly influence conversion, revenue, and customer trust in complex commerce ecosystems.

  • Scaled design leadership across multiple brands and international platforms, supporting rapid commercial growth.

  • Delivered measurable improvements in conversion, partner value, and operational efficiency through data-driven design.