Customer Operations - Process & Continuous Improvement Engineer (12 Month FTC)

Help us build an everything-but-average insurance brand. Fit for the ones who step outside the norm.

We back the ones who step outside the norm.

People who find themselves on a different path, either by choice or by circumstance. The exceptions to the rules that others aren’t interested in serving. Those are the ones we want to back, in everything we do.

For the next three years, that means becoming the go-to insurer for people who are new to the UK. A huge cohort of people that the industry is not set up to support.

Not only do we cater for their immediate needs (fairer, cheaper prices), we also go above and beyond to make them feel seen and heard in everything we do.

Open roles

Process & Continuous Improvement Specialist (12 Month FTC)

Location

London

Type

Contract

Department

Customer Operations

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.

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.

The Operational Excellence team

The Operational Excellence Team is focused on achieving superior performance by optimising processes, eliminating system inefficiencies, and fostering a culture of continuous improvement. Its main aim is to increase operational efficiency, reduce customer contact, and remove pain points for both customers and agents.

We’re looking for a Continual Process Improvement Engineer to join our dynamic Operational Excellence team. If you’re passionate about process mapping, analysis & improvements; simplifying systems, contributing to organisational-level optimisation programmes and driving sustainable change, this role offers the perfect opportunity to make a meaningful impact. The ideal candidate will have Process Mapping expertise (with tools similar to MS Visio/ Figma), recognised accreditations (Lean Six Sigma Green Belt or above), and domain knowledge (ideally Insurance or Financial Services), with a strong background in process, system and workflow improvements. The candidate will have the opportunity to own the implementation of process and automation quick wins through Macros/ Python Scripts, to reduce manual operational tasks and improve operational efficiency.

What you’ll be doing

1. Lead process mapping workshops and facilitate discussions to gather insights and feedback from subject matter experts and other cross-functional stakeholders, to streamline workflows, reduce operational costs, and enhance overall performance.
2. Document process maps, standard operating procedures (SOPs), and other relevant documentation to ensure clarity and consistency.
3. Conduct root cause analysis to identify underlying issues and develop sustainable solutions.
4. Develop and implement strategies to identify areas for improvement and Continual Improvement Opportunities within cross-functional processes, systems and operations.
5. Monitor and measure the effectiveness of process improvements, tracking key performance indicators (KPIs) and making adjustments as needed.
6. Utilise data analysis techniques to identify trends, patterns, and opportunities for optimisation.
7. Stay abreast of industry trends, regulatory changes, and emerging technologies related to live chat operational processes and motor insurance operations.
8. Lead process optimisation projects from conception to implementation, ensuring timely delivery and measurable results.
9. Design and implement performance metrics to track progress and measure the impact of improvement initiatives.
10. Provide training and support to team members on continuous improvement/ process mapping methodologies, best practices and tools.
11. Understand and can drive an end-to-end flow of process mapping, process analysis, process optimisation, process rollout and process monitoring.
12. Act as a change agent by fostering a culture of continuous improvement and innovation within the organisation and secure employee engagement and commitment to change initiatives.
13. Strong technical know how to be able to suggest and prioritise technical improvements based on potential impact and effort required.

Who you are

A dedicated individual with the ability to work independently yet collaboratively in a fast-paced environment delivering quick and quality outcomes.

Strong passion for continuous improvement methodologies and proven experience in process improvement, preferably within the insurance industry or related fields.

Skilled in prioritisation, synthesis, and analysis of complex information.

A people person with excellent Stakeholder Management skills.

Skilled to analyse the gaps, and give recommendations to teams from Process, Systems and Data improvement point of view.

Someone who takes ownership and has a bias for action, with an ability to collate and present recommendations to leadership, aligned to the strategic goals.

Detail-oriented, with a flexible and diplomatic approach to managing and influencing diverse teams and cross-functional stakeholders.

Highly organised, with a focus on safety, quality, and productivity in all processes.

Strong project management skills, with the ability to handle multiple priorities in a fast-paced environment.

Customer-focused mindset with a dedication to service excellence.

Strong problem-solving abilities with a focus on delivering practical and sustainable solutions.

What we’re looking for from you

1. Recognised accreditations in Lean and Six Sigma (Green Belt/ Black Belt).
2. Knowledge and practical experience on Process Mapping/ BPMN (MS Visio/ Figma) and Minitab (or similar statistical tools).
3. Strong analytical skills with the ability to interpret complex data sets and identify actionable insights (Advanced Excel/ Google Sheet Analysis).
4. Excellent project management skills, including the ability to prioritise tasks and manage multiple projects simultaneously.
5. Effective communication skills, with the ability to convey technical concepts to non-technical stakeholders.
6. Business Process Management Tools experience and understanding of integrating it in the current landscape (desirable).
7. Experience in building simple process Automation (Macros, Python Scripts, etc.) and ability to create requirements for Robotic Process Automation as quick wins from the process optimisation exercise (desirable).

Perks of the job

1. Hybrid working – Spend 2-3 days a week with your team in our collaborative London office.
2. Competitive bonus scheme – designed to reward and recognise high performance.
3. 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.
4. Work From Anywhere – 4 weeks work from anywhere to use, with no need to come to the office.
5. Mental wellbeing support – Access therapy and mental health sessions through Oliva.
6. Learning and development – Personal budgets for books and training courses to help you grow in your role.
7. Private health care – Enjoy all the benefits Vitality has to offer.
8. Medical cash plan – To help you with the costs of dental, optical and physio.
9. Tech scheme – Get the latest tech for less.
10. 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 3 stages:

1. Initial call with a member of our Talent Acquisition team (30 mins).
2. A skill-based/technical interview where you will discuss your previous experience with two members of our Ops Excellence Team (60 minutes).
3. A culture interview to check that your work style fits our processes and values (60 minutes).

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.

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.

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