Senior Product Designer (Claims)

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 Job

Some people may look at insurance and think “Woah, that’s kind of boring and corporate”, we promise you it isn’t, especially at Marshmallow. 

We are looking for a seasoned Senior Product Designer to join our Claims team. We used to handle all our claims externally but struggled to find a solution that worked, so brought it all in-house. There are two key user groups to what we work on:

1. The Consumer: What is  the experience for our customer from before making a claim, actually making a claim in the app through to managing their expectations throughout the claims process?

2. The Operations team: How do we handle   claims internally? What is the best tool to efficiently manage the claim, that provides timely information and actions for the team to do their job? 

As a team of designers, writers and researchers, we identify the needs of our customers to make sure we're prioritising and building the right thing that supports people in their hour of need, and makes them safer in the first place. We work collaboratively across the company, breaking silos to create a seamless experience. 

What we are looking for

Excellent problem solving ability, creative thinking and visual aesthetics are a given. What we will really focus on for this role is:

• Proactive mind set – You look to make continuous improvement to the products that you are working on. Seeking out issues and identifying features to log, building up a backlog of opportunities.

• Strong on technical delivery – You understand how to build tools, sit on the forefront of tech and push what is possible. You can naturally partner with engineering teams of different disciplines and different levels.We need you to plan and deliver all aspects of your work with accuracy. How long will it take, what will you do, what are the potential blockers and how will you overcome those. 

• Holistic thinker – You consider all aspects inside and outside of your own remit. This means partnering closely with all areas of the business to create alignment. You are always thinking, listening and learning about wider initiates than just yours. 

• Strategic - With this in mind we need you to think on a strategic level both in terms of claims and design, what does the future look like, how will we get there and what changes have to be made to carve out our own success. Working closely with your PM you will assist on shaping the roadmap and key objectives in the months to come. You will shape your working practices, and share your insights with the design team too. Helping more junior members adopt more efficient ways of working

• Data digester – We measure everything. It is that simple. What is not as simple is analysing that data and determining useful, actionable insights. We need you to have a curious mind in this area – know how to analyse data. What numbers to go after, identify trends, scrutinise learnings from every angle and use this as part of your argument to prioritise what to work on next.

• Designing for iOS and Android – Whilst a large portion of our work is on internal tooling there is also a strong need to have native mobile experience. You will have designed for mobile in the past and have a desire to learn and develop a deeper understanding of this paradigm.

Five reasons to join Marshmallow

1. Doing a bit of good – Marshmallow was started because car insurance pricing and services were unfair for people who have moved to the UK. The industry hasn’t given this huge cohort of people a second’s thought and isn’t set up to treat 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.

2. Highly complex and ambiguous projects – This role is not for the faint-hearted. If you relish ambiguity and love to delve into complex problems that have no clear route to completion then you're reading the right job post. You'll be weighing up multiple platforms, third party software, lots of partners and multiple workflows and of course the users’ expectations. You’ll be working with Product Managers, Engineers, Operations and other Designers. You will be discovering, defining, testing and delivering at speed and with purpose.

3. Impact and ownership from 'day 1' – After your onboarding you will be working on meaningful projects straight away.  Your team will be shipping products within a couple of weeks and you will be able to measure your impact right away. It is exciting, fast and very rewarding.

4. In that Unicorn Club – A few years back we hit 'unicorn' status with a valuation of over a billion pounds... shortly after that we became profitable and we were still in our infancy (7 years old). We have continued to grow at a rapid rate as our customer base continues to swell. This validates that we are doing the right thing.

5. Super talented people – It sounds like a cliché but it's true. There is a wealth of experience, knowledge, creativity and intelligence at Marshmallow. Whether it is in Engineering, Data Science, Product, Finance, Compliance or Operations, we are always learning. 

Perks of the job

• Flexible working - Spend at least 2 days a week with your team in our new collaborative London office. The rest is up to you! *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options

• 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 want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years

• 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 🖥

Our process

Is broken up into 3 stages.

• Initial call with our Marshmallow recruiter (30 mins)

• Past experience interview with the Hiring Manager (1 hour)

• A collaborative task onsite with Product and Design (2 hours)

• Finally, a culture interview (1 hour)

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.

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