Group Product Manager - Efficiency

at  Marshmallow

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.

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.

• 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.