Head of Technical 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!

The Claims Team

We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers, whilst aspiring to best-in-class levels of cost control.

We're looking for someone to be responsible for the technical performance of Marshmallow’s motor claims. You will manage our large loss team, and work with leaders across the Claims function to optimise our strategies in pursuit of the best outcomes for Marshmallow and our customers. We will expect you to be highly influential in the future development of our in-house claims management system given the potential it has to drive efficiency and cost optimisation in all areas of claims. You will also work closely with our Audit team and work with partners, reinsurers and external auditors to provide a high level of assurance for our end-to-end claim journey. The successful candidate will be a proven motor claims expert, and someone who will relish the challenge of collaborating with Marshmallow’s operations, technology and data specialists to achieve our goals.

Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to work closely with software engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

What you’ll be doing

• Working with the Claims Director, area owners and Team Leads to continually refine our handling processes with the aim of controlling claims cost
• Supporting the Large Loss team to do their best work through peer reviewing files and recommending new strategies
• Playing a leading role in the future development of our in house claims management system
• Building a close relationship with our Pricing and Underwriting teams, ensuring a strong feedback loop on claims performance / trends and underwriting changes
• Collaborating with our in house Audit, Operational Excellence and Training teams to establish best in class claim handling techniques and system automation
• Working with claims Data Analysts to iterate our performance reporting framework and ensure we have all necessary controls in place
• Working with Data Scientists to develop and optimise production models that support effective decision-making by Claims Handlers
• Sharing responsibility for holding partners to account on their handling of Marshmallow’s claims
• Taking responsibility for liaising with external auditors, reinsurers and regulators on technical matters, complex claims and audit schedules
• Assessing how processes can be improved to deliver superior customer outcomes
• Ensuring that all operational processes are compliant with regulatory / reinsurer requirements and industry standards

Who you are

• You are comfortable diving into the detail and enjoy the challenge of developing robust, carefully thought-through plans
• You want to play a key role in defining big picture claims strategy
• You are collaborative, low ego, and curious. In this role you will need to influence and shape processes that sit across a wide range of teams and scenarios
• You enjoy problem-solving and proactively creating innovative solutions to complex problems
• You thrive in a high-growth environment. You are highly adaptable to change and will take ownership to get things done
• You are excited about working in a company that focuses on and believes in the importance of feedback

What we're looking for from you

• A track record of driving technical excellence and process improvement in motor claims, including claims of a complex or catastrophic nature. Your knowledge of best practice in motor claims runs deep, and you are ready for the challenge of taking our performance to the next level
• Experienced in leading a team of technical handlers, including those specialising in large loss. You have an understanding of how best to engage and develop a growing, talented, cross-functional claims team, and want to share in the responsibility of improving the capability of all our claims handlers
• Comfortable working collaboratively with internal and external stakeholders, including regulators, reinsurers, auditors and partners
• A track record of implementing process and systems improvements / transformation, as we look to fully realise the potential of our proprietary claims management system
• Able to harness claims data to speak with confidence on key metrics, quantify investment opportunities and convey the impact of decisions made (working closely with our Claims Data Analysts and Data Scientists to do so)

Our process

We break it up into a few stages:

• Initial call with Sophie Tucker, Talent Acquisition Partner (30 mins)
• Introductory call with Paula Paula Coulthard Griffiths, VP of Insurance & Partnerships
• 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.

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!

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.