Data Analytics Lead, Marshmallow
Customer Operations
1-3 days a week in office
Accessible, tech-enabled insurance for those who step outside the norm
Open for applications
Accessible, tech-enabled insurance for those who step outside the norm
501-1000 employees
Open for applications
1-3 days a week in office
501-1000 employees
Company mission
To back those who find themselves on a different path, either by choice or by circumstance, helping the exceptions to the rules that others aren’t interested in serving.
Role
Who you are
- 6+ years of experience in data analytics, with a focus on customer operations, debt collections, or complaints management
- Proven experience leading analytics teams in fast-paced environments, preferably within scale-ups or tech-driven companies
- Experience analysing customer service, collections, or operations-related metrics to improve performance and customer outcomes
- Proficiency in SQL, Python, or R for data analysis
- Hands-on experience with data visualisation tools like Looker
- Experience with dbt for data transformations
- Familiarity with cloud data warehouses, particularly Snowflake
- Knowledge of customer service platforms, CRM systems, and collections software is a plus
- Python (Nice to Have): While not essential, knowledge of Python or R for advanced analytics is a plus
- Strong leadership, communication, and collaboration skills
- Ability to prioritise and manage multiple tasks in a fast-paced environment
- Strong analytical and problem-solving skills with a customer-centric focus
What the job involves
- As part of our Customer Operations team, we focus on ensuring the smooth running of operations that directly impact customer satisfaction, debt collections, and complaints resolution
- We are looking for a Customer Operations Data Analytics Lead to drive insights and improvements in these critical areas
- In this role, you will operate as both a Manager and Individual Contributor (IC), leading a team of analysts while conducting hands-on analysis to optimise operational processes that enhance customer happiness, streamline debt collections, and improve the handling of complaints
- Operational Data Strategy & Leadership:
- Define the analytics strategy for Customer Operations, focusing on metrics related to customer satisfaction, debt collections, and complaints resolution
- Develop and track key performance indicators (KPIs) that measure customer happiness, successful debt collections, and efficiency in handling complaints
- Provide actionable insights to senior leadership and operations teams to improve processes and drive operational excellence
- Individual Contribution (IC) Work:
- Conduct hands-on analysis of customer sentiment data, debt recovery rates, and complaints trends to identify opportunities for operational improvements
- Build and maintain dashboards that provide real-time visibility into operational performance, customer satisfaction, and collection effectiveness
- Lead data-driven initiatives to optimise the handling of customer complaints, improving resolution times and customer outcomes
- Team Leadership & Development:
- Lead and mentor a team of analysts focused on operations data, ensuring timely and accurate reporting and insights delivery
- Balance IC responsibilities with managerial duties, fostering a data-driven mindset and culture of continuous improvement within the team
- Support the professional development of team members by encouraging innovation, experimentation, and best practices in analytics
- Customer Happiness:
- Analyse customer feedback from surveys, reviews, and support interactions to understand drivers of satisfaction and dissatisfaction
- Collaborate with the Customer Success team to design and implement improvements to the customer journey, increasing overall customer happiness and retention
- Work with product and service teams to track the impact of customer experience initiatives on key operational outcomes
- Debt Collections Optimization:
- Analyse collections data to identify trends, risks, and opportunities for improving recovery rates while maintaining a positive customer experience
- Partner with the finance and operations teams to optimise collections processes, reducing bad debt and improving cash flow
- Design and execute experiments to test new collection strategies, monitoring the impact on customer relationships and payment rates
- Complaints Handling & Resolution:
- Build reporting systems that monitor complaints resolution times, escalation rates, and root causes, providing visibility into performance and bottlenecks
- Collaborate with customer service and legal teams to streamline complaints management, ensuring compliance with regulatory requirements and delivering efficient resolutions
- Implement data-driven feedback loops to prevent recurring issues and improve service quality based on customer complaints data
- Cross-Functional Collaboration:
- Work closely with the product, finance, customer service, and customer success teams to align analytics insights with operational improvements
- Present data-driven recommendations to senior leadership, influencing decision-making in areas related to customer satisfaction, collections, and complaints resolution
- Collaborate with data engineers to ensure the availability and accuracy of data across all customer operations touchpoints
- Innovation & Continuous Improvement:
- Stay informed of industry trends and best practices in customer operations, collections, and complaints handling, applying these to improve processes and outcomes
- Continuously identify opportunities to enhance data collection, reporting, and analytics capabilities to drive operational excellence
Salary benchmarks
Our take
For many ordinary people, insurance can be inaccessibly expensive. Marshmallow solves this problem by using data and technology to offer fairer coverage for car and van owners.
Car insurers generally quotes drivers according to population data, and many drivers are overcharged due to age and demographic. By leveraging data and proprietary technology, Marshmallow can offer more accurate and personalised quotes delivered in minutes, meaning lower fees for drivers. Naturally, this approach has proven popular, with Marshmallow garnering impressive reviews and accolades since it first launched.
The insurtech space is becoming increasingly competitive, and more and more tech companies are moving into the car insurance space, so the company is currently looking to expand into other insurance areas. Marshmallow’s unicorn status is a clear indicator of the company’s ongoing success and scalability, and will help to facilitate this diversification.
For now, the company is focused on helping those outside the norm, such as those who have uprooted their lives and moved to the UK. But in the future, it hopes to expand to any group of people who are unfairly marginalised and whose problems Marshmallow is uniquely positioned to solve.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
50% female employees
27% employee growth in 12 months
Company
Employee endorsements
Open and honest communication
"At Marshmallow information is 'over-shared' and this starts from the CEOs and continues through the organisation. People across the business are..."
Funding (last 2 of 4 rounds)
Sep 2021
$83m
SERIES B
Nov 2020
$30m
SERIES A
Total funding: $118.2m
Company benefits
- Flexible working - Manage your own time and choose where to work from (in the office, at home, or a little bit of both). Just make sure your team is happy too.
- Ben benefits - Get your hands on your flexible benefits budget with the Ben Mastercard and spend it wherever you want.
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Private healthcare - We want to support everyone’s wellbeing at Marshmallow, which is why we offer private healthcare insurance with Vitality.

- Cycle to work scheme - We’re registered under the Cycle-to-Work scheme, so you can buy a new bike tax-free. Lycra shorts optional.
- Mental wellbeing - We have partnered with Oliva to offer mental health support and make therapy sessions more accessible.
- Learning and training - Personal budgets for books and training courses to help you grow in your role. Weekly book clubs and learning sessions. Plus 2 days a year - on us! - to further your skillset.
- Company socials - We give all of our teams monthly budgets to get to know each other better outside of work. Plus we have company-wide socials every two weeks, themed parties, and more.
Company values
- We have a bias for action - We carry urgency into our every day, knowing that only by making daily progress can we drive long-term growth
- We are challenging and honest - We optimise for truth and progress, which requires us to never shy away from difficult conversations with each other
- We take ownership - We take on challenges, and put our hands up when things go wrong
- We are selfless - We work hard, together and without ego
- We are bold - To serve our customers best, we experiment relentlessly, make tough decisions and go where others won’t
- We simplify for success- We don’t overcomplicate or try to be too clever. Less is more
Company HQ
Old Street, London, UK
Articles
Leadership
Oliver Kent-Braham
(Co-CEO)Previously worked in Growth & Partnerships at Yoti and Leveraged Finance at Investec. Previously founded Reel Money.
David Goaté
(Chief Architect)Previously Software Architect at Yoti, also worked as a software engineer at Homeseller, Cognitran and IG.
Alexander Kent-Braham
(Co-CEO)Previously worked in Product at Yoti. Also co-founded Reel Money and was an Analyst at hedge fund QCM.
People progressing
Joined as Software Engineer, being promoted to Technical Team Lead after 10 months.
Diversity, Equity & Inclusion at Marshmallow
- To solve big problems, we need exceptional people from all walks of life. We're creating a culture where everyone feels empowered to bring their unique perspectives and boldest ideas to the table. Belonging - As a community, we foster an environment where everyone feels supported and safe to bring their authentic self to work. Recognition - We recognise and celebrate the differences in our experiences, understanding that our unique contributions help us collectively deliver our best work. Influence - We’re empowered to share our voice and have influence. We value diversity of thought, knowing we are better through our collective perspectives and experiences.
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