Head of Technical Claims

About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

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 teammates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customers’ needs, and never pass the 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.

Claims at Marshmallow

At Marshmallow, we believe the claims experience can—and should—be better. Our mission? To create the most seamless, customer-focused claims journey in the industry while maintaining best-in-class cost control. As a fast-growing, tech-driven insurer, we’re looking for an exceptional Head of Technical Claims to lead innovation, drive excellence, and shape the future of claims at Marshmallow.

Why Join Us?

Marshmallow isn’t your traditional insurer. We challenge industry norms, leverage cutting-edge technology, and put our customers first. As part of our Claims Leadership Team, you’ll work in a collaborative, high-growth environment where your expertise will make a real impact. You’ll have the opportunity to work alongside operations, technology, and data specialists to redefine claims management for the future.

What You’ll Be Doing

• Shaping Claims Strategy: Work closely with the Claims Director and leadership team to refine claims processes, optimize costs, and enhance customer outcomes.

• Driving Technical Excellence: Lead Complex Claims teams, ensuring best-in-class claims handling, large loss expertise, and innovative strategies.

• Leveraging Technology: Play a key role in developing our proprietary claims management system, harnessing automation and AI to enhance efficiency and cost control.

• Data-Driven Decision Making: Collaborate with Data Analysts and Scientists to harness insights that drive better claims outcomes.

• Stakeholder Management: Build strong relationships with regulators, reinsurers, auditors, and external partners, ensuring compliance and operational excellence.

• Developing Talent: Lead and mentor a team of skilled claims professionals, fostering growth, continuous improvement, and a high-performance culture.

Who You Are

• A seasoned motor claims expert with deep knowledge of technical claims handling, CAT & Large Loss, and third-party claims.

• Passionate about innovation and transformation, with a track record of implementing process and system improvements.

• A natural leader who inspires teams, fosters collaboration, and thrives in a high-growth, fast-paced environment.

• Analytical and data-driven, with the ability to quantify impact and drive strategic decisions.

• Comfortable engaging with internal and external stakeholders, including reinsurers, regulators, and auditors.

Perks of the job

• Hybrid working - Spend 2 days a week with your team in our collaborative London office 🏢

• Competitive bonus scheme (target 20% of base salary) - 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 🏝️

• 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 a few stages:

• Initial call with Charlene Cox, Talent Acquisition Manager (45 mins)

• Introductory call with Paula Coulthard Griffiths, VP of Partnerships & MIL Insurance

• An experience and competency interview where we will explore your suitability for the Head of Technical Claims role. This stage will include a discussion around the circumstances of one or more fictitious claims (1-1.5hrs)

• A culture interview with a senior Marshmallow team member to check that your work style fits our processes and values (1 hour)

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.