Data Analytics Lead (Customer Operations)

London, England, United Kingdom

12/17/2024

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.

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.

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

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.

Key Responsibilities

• 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.
  

Qualifications

• Experience:
• 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.
• Technical Skills:
• 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.
• Soft Skills:
• 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.
  

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 encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

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.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.