About Marshmallow
We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started. How we work
We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work. We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more. The Operational Excellence team
Our Operational Excellence Team is dedicated to improving performance by streamlining processes, eliminating inefficiencies, and fostering a culture of continuous improvement. We aim to enhance operational efficiency, reduce customer interactions, and address pain points for both customers and agents. What You’ll Be Doing
Facilitate process mapping workshops to gather insights from subject matter experts and cross-functional teams, streamlining workflows, reducing costs, and boosting performance
Create and maintain process maps, SOPs, and related documentation to ensure clarity and consistency
Conduct root cause analysis to uncover issues and deliver sustainable solutions
Develop and implement strategies to identify and address areas for improvement across processes, systems, and operations
Monitor and evaluate the effectiveness of process improvements using KPIs, making adjustments as needed
Use data analysis techniques to identify trends, patterns, and optimisation opportunities
Lead end-to-end process optimisation projects from conception to implementation, ensuring timely delivery and tangible results
Design and track performance metrics to measure the impact of improvement initiatives
Train and support team members in continuous improvement methodologies, best practices, and tools
Drive the full cycle of process mapping, analysis, optimisation, rollout, and monitoring
Act as a change agent, fostering a culture of innovation and continuous improvement, securing team engagement in change initiative
Who You Are
Self-motivated and able to work both independently and with teams in a fast-paced environment
Passionate about improving processes, with experience in the insurance/financial industries or similar fields
Skilled at analysing information, identifying gaps, and recommending solutions
Strong communicator with excellent stakeholder management skills
Proactive and results-driven, aligning recommendations with business goals
Detail-oriented and flexible, with the ability to manage and influence diverse teams
Customer-focused, with a commitment to excellent service
Practical problem solver, delivering sustainable and impactful solutions
What We're Looking For
Experience in Customer Operational functions
Accreditation/training in Lean Six Sigma (Green Belt or Black Belt) (or relevant practical experience)
Experience with Process Mapping and tools like MS Visio, Figma, or BPMN, as well as statistical tools like Minitab
Strong analytical skills to interpret complex data and extract actionable insights (Advanced Excel/Google Sheets/Looker)
Excellent project management skills, with the ability to prioritise and handle multiple projects
Strong communication skills, capable of explaining technical concepts to non-technical stakeholders
Knowledge of process automation using tools like Macros, with the ability to define requirements for Robotic Process Automation (desirable)
Perks of the job
Hybrid working
- Spend 2-3 days a week with your team in our collaborative London office
Competitive bonus scheme
- designed to reward and recognise high performance
Flexible benefits budget -
£50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things
you w ant. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes
Work From Anywhere -
4 weeks work from anywhere to use, with no need to come to the office
Mental wellbeing support –
Access therapy and mental health sessions through Oliva
Learning and development –
Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Private health care
- Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
Medical cash plan -
To help you with the costs of dental, optical and physio (plus more!)
Tech scheme -
Get the latest tech for less
Plus all the rest; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month! Our Process
We break it up into 3 stages: Initial call with a member of our Talent Acquisition team (30 mins)
A skill-based/technical interview where you will discuss your previous experience with two members of our Ops Excellence Team (60 minutes)
A culture interview to check that your work style fits our processes and values (60 minutes)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application Background checks
To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this! Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong. Recruitment privacy policy
We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.
#J-18808-Ljbffr
We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started. How we work
We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work. We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more. The Operational Excellence team
Our Operational Excellence Team is dedicated to improving performance by streamlining processes, eliminating inefficiencies, and fostering a culture of continuous improvement. We aim to enhance operational efficiency, reduce customer interactions, and address pain points for both customers and agents. What You’ll Be Doing
Facilitate process mapping workshops to gather insights from subject matter experts and cross-functional teams, streamlining workflows, reducing costs, and boosting performance
Create and maintain process maps, SOPs, and related documentation to ensure clarity and consistency
Conduct root cause analysis to uncover issues and deliver sustainable solutions
Develop and implement strategies to identify and address areas for improvement across processes, systems, and operations
Monitor and evaluate the effectiveness of process improvements using KPIs, making adjustments as needed
Use data analysis techniques to identify trends, patterns, and optimisation opportunities
Lead end-to-end process optimisation projects from conception to implementation, ensuring timely delivery and tangible results
Design and track performance metrics to measure the impact of improvement initiatives
Train and support team members in continuous improvement methodologies, best practices, and tools
Drive the full cycle of process mapping, analysis, optimisation, rollout, and monitoring
Act as a change agent, fostering a culture of innovation and continuous improvement, securing team engagement in change initiative
Who You Are
Self-motivated and able to work both independently and with teams in a fast-paced environment
Passionate about improving processes, with experience in the insurance/financial industries or similar fields
Skilled at analysing information, identifying gaps, and recommending solutions
Strong communicator with excellent stakeholder management skills
Proactive and results-driven, aligning recommendations with business goals
Detail-oriented and flexible, with the ability to manage and influence diverse teams
Customer-focused, with a commitment to excellent service
Practical problem solver, delivering sustainable and impactful solutions
What We're Looking For
Experience in Customer Operational functions
Accreditation/training in Lean Six Sigma (Green Belt or Black Belt) (or relevant practical experience)
Experience with Process Mapping and tools like MS Visio, Figma, or BPMN, as well as statistical tools like Minitab
Strong analytical skills to interpret complex data and extract actionable insights (Advanced Excel/Google Sheets/Looker)
Excellent project management skills, with the ability to prioritise and handle multiple projects
Strong communication skills, capable of explaining technical concepts to non-technical stakeholders
Knowledge of process automation using tools like Macros, with the ability to define requirements for Robotic Process Automation (desirable)
Perks of the job
Hybrid working
- Spend 2-3 days a week with your team in our collaborative London office
Competitive bonus scheme
- designed to reward and recognise high performance
Flexible benefits budget -
£50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things
you w ant. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes
Work From Anywhere -
4 weeks work from anywhere to use, with no need to come to the office
Mental wellbeing support –
Access therapy and mental health sessions through Oliva
Learning and development –
Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Private health care
- Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
Medical cash plan -
To help you with the costs of dental, optical and physio (plus more!)
Tech scheme -
Get the latest tech for less
Plus all the rest; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month! Our Process
We break it up into 3 stages: Initial call with a member of our Talent Acquisition team (30 mins)
A skill-based/technical interview where you will discuss your previous experience with two members of our Ops Excellence Team (60 minutes)
A culture interview to check that your work style fits our processes and values (60 minutes)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application Background checks
To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this! Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications. We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong. Recruitment privacy policy
We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.
#J-18808-Ljbffr
