Senior UX Researcher

Marshmallow; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An innovative insurance brand is seeking a Senior UX Researcher to help reshape the industry for newcomers to the UK. In this dynamic role, you will dive deep into customer behaviors, conducting insightful research that bridges knowledge gaps and drives impactful change. Collaborating with diverse teams, you will create alignment around critical problems and empower others through your findings. Join a forward-thinking company that values creativity and ownership, and make a real difference in the lives of those often overlooked by traditional financial services. This is an exciting opportunity to contribute to a mission-driven organization focused on fairness and accessibility.

Benefits

Flexible working

Competitive bonus scheme

Flexible benefits budget

Sabbatical Leave

Mental wellbeing support

Learning and development budget

Private health care

Medical cash plan

Tech scheme

Qualifications

• Deep understanding of customer needs and behaviors is essential.
• Experience with both qualitative and quantitative data analysis required.

Responsibilities

• Conduct and synthesize research to inform future opportunities.
• Communicate insights with stakeholders for alignment across teams.
• Empower teams by consolidating insights and educating others.

Skills

Customer obsession

Qualitative data analysis

Quantitative data analysis

Evidence-based prioritization

Collaboration

Tools

Data tools

Job description

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

Here are all the people we’re currently looking for. If you don’t see anything that fits you today, do come back soon. We put new roles up every week.

Senior UX Researcher

Location

London

Type

Full time

Department

Product & Tech Design

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 teammates, 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.

What you’ll be doing

1. Understanding customers' behaviours when moving countries to inform the future opportunities that Marshmallow could go after.
2. Planning, conducting and synthesising research that helps bridge the gaps in our existing experience knowledge base.
3. Creating alignment across the organisation around the most critical problems for our customers and the business.
4. Building out business cases by triangulating qualitative and quantitative insights with Data and Strategy teams.
5. Communicating and sharing insights with business stakeholders, product managers, designers, and engineers to create alignment across teams.
6. Consolidating insights across teams through documentation and tooling to empower teams to consistently leverage insights throughout the product discovery and development phase.
7. Contributing to the scaling of Research across the organisation by empowering and educating others through pairing, workshops, training sessions and reviews.

You should apply if

1. You are customer obsessed. You are passionate about gaining a deep understanding of our customer's needs and behaviours.
2. You can ruthlessly prioritise work using an evidence-based approach. You balance business and users' needs, focusing on work that will bring the biggest benefits to the team and uncovering relevant insights that genuinely impact direction.
3. You are confident using a mix of qualitative and quantitative data. You've worked with data tools and know when to lean on different methods to get the most relevant insights.
4. You have a high tolerance for ambiguity and are proactive at identifying opportunities and actively look at how to unblock and drive your team forward.

This isn't for you if

1. You like working on discrete problems. The projects at Marshmallow often cross over into different teams. You'll need to be comfortable collaborating and sharing insights with the wider business to help teams find actionable next steps.
2. You stop when the research is done. We're looking for someone who enjoys working closely with the teams and stakeholders to drive change and action off the back of an insight.

Perks of the job

1. Flexible working - Spend at least 2 days a week with your team in our new collaborative London office. The rest is up to you!
2. Competitive bonus scheme - designed to reward and recognise high performance.
3. Flexible benefits budget - £50 per month to spend on a Ben Mastercard.
4. Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years.
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.

Our process

Is broken up into 3 stages.

1. Initial call with our Marshmallow recruiter (30 mins)
2. Past experience interview with Georgia (1 hour)
3. A collaborative task onsite with Product and Design (2 hours)
4. Finally, a culture interview (1 hour)

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're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.