Senior UX Researcher

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.

We're looking for a Senior User Researcher who can help us explore and define new opportunities by gaining a deep understanding of our customers across borders.

As a Senior User Researcher at Marshmallow, you’ll be working mostly in ‘Horizon 2’ supporting the Head of User Research in understanding where Marshmallow should be focusing in the future.

Opportunities span from understanding our origin countries (we recently did this in India) to supporting the development of large-scale products (we’re doing this at the moment 🤐)

This role sits outside of our ‘Tribe’ structure, working horizontally to have impact at the largest scale possible. You’ll be working directly with our CEOs as well as a mix of cross-functional people in Data, Product, Marketing and Strategy. We need someone with extremely strong communication and stakeholder management skills to ensure future strategy is framed in a way that can be understood and, most importantly, actioned.

What you’ll be doing

• Understanding customers behaviours when moving countries to inform the future opportunities that Marshmallow could go after.

• Planning, conducting and synthesising research that helps bridge the gaps in our existing experience knowledge base.

• Creating alignment across the organisation around the most critical problems for our customers and the business.

• Building out business cases by triangulate qualitative and quantitative insights with Data and Strategy teams.

• Communicating and sharing insights with business stakeholders, product managers, designers, and engineers to create alignment across teams.

• Consolidating insights across teams through documentation and tooling to empower teams to consistently leverage insights throughout the product discovery and development phase.

• Contributing to the scaling of Research across the organisation by empowering and educating others through pairing, workshops, training sessions and reviews.

You should apply if

• You are customer obsessed. You are passionate about gaining a deep understanding of our customer's needs and behaviours.

• You can ruthlessly prioritise work using an evidence-based approach. You balance business and users' needs, focusing on work that will bring the biggest benefits to the team and uncovering relevant insights that genuinely impact direction.

• You are confident using a mix of qualitative and quantitative data. You've worked with data tools and know when to lean on different methods to get the most relevant insights.

• You have a high tolerance for ambiguity and are proactive at identifying opportunities and actively look at how to unblock and drive your team forward.

• Bonus if you’ve had experience in mentoring or managing junior researchers.

This isn't for you if

• You like working on discrete problems. The projects at Marshmallow often cross over into different teams. You'll need to be comfortable at collaborating and sharing insights with the wider business to help teams find actionable next steps.

• You stop when the research is done. We're looking for someone who enjoys working closely with the teams and stakeholders to drive change and action off the back of an insight.

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 Georgia (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.

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.