Process & Continual Improvement Engineer (6 month FTC)

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.

• 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
• Document process maps, standard operating procedures (SOPs), and other relevant documentation to ensure clarity and consistency
• Conduct root cause analysis to identify underlying issues and develop sustainable solutions
• Develop and implement strategies to identify areas for improvement and Continual Improvement Opportunities within cross-functional processes, systems and operations
• Monitor and measure the effectiveness of process improvements, tracking key performance indicators (KPIs) and making adjustments as needed
• Utilise data analysis techniques to identify trends, patterns, and opportunities for optimisation
• Stay abreast of industry trends, regulatory changes, and emerging technologies related to live chat operational processes and motor insurance operations
• Lead process optimisation projects from conception to implementation, ensuring timely delivery and measurable results
• Design and implement performance metrics to track progress and measure the impact of improvement initiatives
• Provide training and support to team members on continuous improvement/process mapping methodologies, best practices and tools
• Understands and can drive an end-to-end flow of process mapping, process analysis, process optimisation, process rollout and process monitoring
• 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
• Strong technical know how to be able to suggest and prioritise technical improvements based on potential impact and effort required