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.

Overview

We are seeking an experienced Interim Director to lead our Customer Operations Function. This person will define our long term strategy for operations to make Marshmallow a market leader in terms of efficiency and quality. They will work with our People Team to define a highly engaged and effective culture, and will work with our data and engineering functions to implement bleeding-edge technologies within our operations platform.

What you’ll be doing

• Set the strategic direction of operations and gain buy-in from the Senior Leadership Team to deliver your vision.

• Ensure that Marshmallow’s culture is deeply embedded throughout all levels of our operational functions.

• Lead and drive our digital transformation initiatives within operations to ensure the successful implementation of technology solutions to improve operational efficiency and effectiveness. 

• Build a highly skilled and culturally aligned leadership team within operations. Work with our QA and Talent Team to deliver a skilled operations workforce.

• Ensure that the voice of the customer is central to the work of our operational teams, working across the organisation to ensure we engage and respond positively to customer feedback.

• Ensure that all operational processes are compliant with regulatory requirements and industry standards.

• Empower team members to provide accurate reporting and data analysis to support decision-making and product improvement. 

• Work with our Director of Data Science and AI and our Director of Engineering to Identify and deliver large strategic opportunities (such as AI).

• Leading the day-to-day operations of a growing team of 150, ensuring we are always improving.

Who you are

• Proven experience as Director of Operations or equivalent position, having led a large operational function, preferably within a scale up / Fintech environment. Experience in a UK regulated business is ideal. 

• Have a proven record of delivering significant transformation of an operational function.

• You can think strategically and define the longer term vision for operations. At the same time you are willing and able to get deep into the detail.

• You are someone who takes ownership and has a bias for action. You are highly adaptable to change and will take ownership to get things done

• You are able to collaborate with people from a range of different skillsets and are excited by the prospect of working alongside a range of functions, such as Data Science and Engineering.

• You are excited about working in a company that focuses on and believes in the importance of feedback. You have demonstrated that you can use challenge and feedback to deliver a highly performant operational function.

• You have a working knowledge of data analysis and performance/operation metrics

• You thrive in a high-growth environment. 

Our Process

We break it up into 3 stages:

• Initial call with Conor Harkin, Talent Acquisition Lead (30 mins)

• A skill-based interview where you will discuss your previous experience and how you would approach the responsibilities of this role. (1.5 hours)

• A final interview with both Co-CEOs (1.15 hours)

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 personal feedback on each application.

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.