Process and Continual Improvement Lead

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.

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. Our vision is to create a seamless and efficient operational foundation, that drives innovation, agility, and exceptional value for the organisation and its stakeholders. 

What You’ll Be Doing

• Align with the Operational Excellence roadmap and help drive and lead process mapping & optimisation plan, across all critical operational processes, ensuring timely delivery and tangible results

• Lead Stakeholder Communications, and plan for resourcing in all assignments, work allocation and work tracking to ensure completion within timelines

• Facilitate process mapping workshops to gather insights from subject matter experts and cross-functional teams, streamlining workflows, reducing costs, and boosting performance

• Ensure creation/ reviews of journey maps and process maps, and other process related documentation to ensure clarity and consistency

• Suggest the Continual Improvement Opportunities based on current gaps clubbed with a strategic long-term view supporting growth for the organisation

• Develop and implement strategies to identify and address areas for improvement across processes, systems, and operations

• Mentor team on the correct approach for process optimisation, the tools and analysis techniques to be used in specific scenarios. Drive detailed analysis and implementation of improvements.

• Monitor and evaluate the effectiveness of process improvements using KPIs, making adjustments as needed

• Design and track performance metrics to measure the impact of improvement initiatives

• Act as a change agent, fostering a culture of innovation and continuous improvement, securing team engagement in change initiative

Who You Are

• A leader who can lead the team to drive results and mentor them with the required technical skillset ( continual improvement tools and techniques and data analysis) 

• Strong communicator with excellent stakeholder management skills

• Self-motivated and able to work both independently and with teams in a fast-paced environment

• Passionate about driving strategic change through process improvements, with experience in the insurance/financial industries or similar fields

• Skilled at analysing information, identifying gaps, and recommending solutions

• 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 Operational functions (Claims Ops, Customer Ops, and more)

• Accreditation/training in Lean Six Sigma (Green Belt or above) (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

• Understanding of AI and Robotic Process Automation (RPA) and its probable use cases (desirable)

Perks of the job

• Flexible working - Spend one day every two weeks 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 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; 33 days holiday, 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.