Group Product Manager - Efficiency

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.

Efficiency

The Efficiency Group Product Manager role sits within the Retention Tribe. Retention is responsible for the profitability of Marshmallow’s active customers. We care about metrics like LTV, retention rate, NPS, products per customer, and average revenue per customer. The tribe includes colleagues from Pricing, Operations, Marketing, CRM, Data, Product, and Engineering. Our ambition is to stand out from the rest of the insurance market as a business that truly values its customers, with distinctive products and unbeatable prices that provide highly defensible ways to build loyalty with customers. As such, the tribe splits its time between investing in major new 0-to-1-style product capabilities, building leading conversion and retention journeys for our existing products, and driving efficiency so that we can continue to offer cheaper prices to customers.

Managing insurance policies is a complex business. During a customer’s lifetime, we support customers, help them make changes to their policy details, support them through payment difficulties, and more. This drives significant costs which eventually contribute to the prices customers need to pay for their insurance. 

We have a strategic goal of more than doubling the efficiency of our support functions over the next 3 years, while at the same time significantly improving the in-policy experience of customers. We’re looking for a Product leader to define how we leverage technology to deliver on these ambitious goals and drive forward the efficiency product strategy.

What you’ll be doing

• Reporting to the Director of Retention, you’ll be responsible for our operational efficiency product strategy. You will balance between working on our ‘operational platform’ and directly automating key workflows and working on operational tooling. You will own and drive the roadmap and propose how we best achieve our strategic efficiency goals. You will lead from discovery through to delivery.

• You will work closely with the Director of Customer Operations and other operational leaders to understand the key operational processes and key pain points for customer service agents and how we could leverage technology to improve or automate them.

• You will build a deep understanding of customer needs, understanding what Marshmallow customers are looking for when they come to Marshmallow for support and ensuring that we are improving outcomes for customers at the same time as improving efficiency. 

• You will assess the bleeding edge of AI capabilities in the market and recommend how we use them to solve efficiency problems and improve outcomes for customers.

• You will work with a co-located engineering team in our London office to build solutions to the problems that you find. The majority of our operational teams work from our Budapest office with the remaining in our London office, so you will be close to key stakeholders.

• You will be a part of the Retention Tribe, inputting on broader questions related to how we profitably retain customers. 

Who you are

• An experienced product manager - you have at least 7 years of direct product management experience, with a track record of high impact. 

• Operational Experience - You have worked with operational teams in the past to drive efficiency or improve outcomes through the use of technology

• AI - You have experience with AI in a formal way, and you have a keen interest in it. You have likely researched it yourself or you might have experimented with it in hackathons in previous roles. You are excited to use AI to drive innovation.

• In the detail - You are detail oriented and know all the KPIs and customer flows in your current product like the back of your hand. You use that depth of knowledge to inform your strategy.

• Quantitatively minded - You have a natural talent for numbers. Models and spreadsheets excite you rather than scare you. You’re very comfortable working with SQL or BI tools like Looker, Tableau, etc.. You probably did a quantitative degree or have a background in computer science or data in some way. 

• Outcome oriented - You ruthlessly prioritise against objectives, articulate the desired outcome and work collaboratively to create a path to achieve it

• Entrepreneurial - You are self-motivated and proactive. You have a high tolerance for ambiguity, ability to perform under pressure to meet deadlines and willingness to take risks

• A true collaborator - While we know you will have excellent ideas to put forward, we value a collaborative approach to reach our goals and as such you should be willing and driven to get your team's input, tailoring your communication to technical and / or non-technical audiences. You are an excellent written communicator.

Perks of the job

• Hybrid working - Spend 3 days a week 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; 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 4 stages:

• Initial call with a member of our Talent Acquisition team (30 mins)

• A past-experience interview that digs into some metrics based questions (90 mins)

• A onsite product challenge interview (120 mins)

• A behaviour based interview to check that your work style fits our processes and values (60 mins)

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

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.

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