Product Designer - Claims

📍 Job Overview

Job Title: Product Designer - Claims

Company: Marshmallow

Location: London, England, United Kingdom

Job Type: FULL_TIME

Category: Product Design / Operations Interface

Date Posted: 2026-04-28

Experience Level: Mid-Level (2-5 years)

Remote Status: Hybrid (2 days in office)

🚀 Role Summary

• Design and optimize the user experience for both internal claim handlers and external customers within the complex claims domain, leveraging deep product design expertise.

• Drive product innovation and efficiency by actively using and exploring AI tools to enhance workflows and deliver measurable business outcomes.

• Collaborate closely with cross-functional teams, including Product Management, Engineering, Operations, and Data, to deliver high-quality, user-centric solutions at speed.

• Manage and influence diverse stakeholders, effectively communicating design rationale and journey progress to ensure alignment and buy-in for critical claims initiatives.

• Contribute to the continuous improvement of design standards and processes, including participation in design reviews, workshops, and the evolution of the company's design system.

📝 Enhancement Note: While this role is titled "Product Designer," the description heavily emphasizes the operational aspects of the claims process, requiring a candidate who can bridge the gap between user experience design and the practical realities of claims handling and business outcomes. The focus on internal tools and complex workflows suggests a need for strong operational thinking alongside design skills.

📈 Primary Responsibilities

• Develop and implement intuitive, high-quality designs for internal claim handler tools, balancing user needs with operational efficiency and business objectives.

• Design and refine customer-facing interfaces within the mobile app to streamline the claims submission and management process, ensuring clarity and ease of use.

• Conduct comprehensive user research, both internally with claim handlers and externally with customers, to gather insights that inform design decisions and validate solutions.

• Actively explore, test, and integrate AI technologies and tools to optimize design workflows, improve operational efficiency, and enhance product performance.

• Facilitate design workshops and brainstorming sessions to drive innovation, solve complex problems, and foster a collaborative design environment.

• Present design concepts, user research findings, and project progress to stakeholders, articulating design decisions and their impact on business goals and customer satisfaction.

• Maintain and contribute to the company's design system, ensuring consistency, scalability, and adherence to best practices across all product touchpoints.

• Collaborate with engineers to ensure accurate and efficient implementation of designs, providing clear specifications and ongoing support throughout the development lifecycle.

• Analyze product data and user feedback to identify areas for improvement and iterate on existing designs to drive continuous enhancement.

• Navigate and manage relationships with various business stakeholders, understanding their needs and effectively communicating how design solutions will address them.

📝 Enhancement Note: The responsibilities highlight a dual focus on internal operational tools and external customer-facing applications within the claims process. This indicates a need for a designer who can adapt their approach based on the specific user group and the complexity of the problem, with a strong emphasis on driving tangible business results through design.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio demonstrating practical application of design principles in complex environments is paramount. A degree in Design, HCI, Computer Science, or a related field is often beneficial.

Experience: 2-5 years of experience in product design, with a proven track record of shipping successful digital products, preferably in a fast-paced, agile environment. Experience within the financial services or insurance industry, particularly with claims processes, is highly advantageous.

Required Skills:

• Product Design Expertise: Proficient in end-to-end product design, including user flows, wireframing, prototyping, and high-fidelity UI design.

• User Research Skills: Ability to conduct qualitative and quantitative user research, synthesize findings, and translate them into actionable design insights.

• Stakeholder Management: Demonstrated ability to effectively communicate with, influence, and manage expectations of diverse stakeholders across business units.

• Design Systems: Experience in contributing to or utilizing design systems to ensure consistency and scalability in product design.

• Cross-functional Collaboration: Proven experience working effectively within multidisciplinary teams (Product Managers, Engineers, Operations, Data Analysts).

• AI Tool Proficiency: Active and curious use of AI tools to optimize design workflows and achieve efficiency gains.

• Problem-Solving: Ability to tackle complex, multi-faceted problems with a holistic and analytical approach.

• Adaptability: Capability to switch context quickly and design for both internal tools and customer-facing mobile applications.

• Self-Starter Mentality: Proactive approach to identifying and implementing continuous improvements in products.

Preferred Skills:

• Experience in the Fintech or Insurtech sector, specifically with insurance claims processes.

• Familiarity with data analysis and the ability to interpret data to inform design decisions.

• Experience with workshop facilitation and design thinking methodologies.

• Knowledge of accessibility standards and inclusive design principles.

• Familiarity with Agile development methodologies.

📝 Enhancement Note: The emphasis on AI, complex problems, and designing for both internal and external users suggests that candidates with a pragmatic, results-oriented approach to design will be highly valued. The "2-5 years" experience level indicates a mid-level role where the candidate is expected to be largely autonomous but still developing their strategic impact.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 detailed case studies that demonstrate end-to-end product design process for complex problems, ideally involving both internal tools and customer-facing applications.

• Problem-Solution Framing: Clearly articulate the problem, the design challenges, and the holistic approach taken to arrive at the solution, highlighting innovative thinking.

• User-Centricity: Evidence of user research methodologies employed and how insights directly influenced design decisions and outcomes.

• Impact & Metrics: Quantifiable results or demonstrated improvements in user experience, operational efficiency, or business metrics achieved through your designs. This is crucial given the claims domain's commercial importance.

• Systemic Thinking: Examples that demonstrate an understanding of how your designs integrate within broader operational workflows and technology stacks.

Process Documentation:

• Workflow Optimization: Examples of how you've analyzed and improved existing workflows through design, either for internal users or customers.

• Design System Contribution: Showcase contributions to or usage of design systems, illustrating consistency and scalability in your work.

• AI Integration: If possible, include examples of how AI tools were leveraged to enhance the design process or product functionality.

• Iterative Design: Demonstrate an iterative design process, showing how feedback and data were used to refine designs over time.

📝 Enhancement Note: Given the focus on claims, a strong portfolio demonstrating the ability to navigate complexity, drive efficiency, and achieve measurable business outcomes will be critical. Candidates should be prepared to discuss the ROI of their design decisions and how they balance user needs with business imperatives.

💵 Compensation & Benefits

Salary Range: For a Mid-Level Product Designer (2-5 years experience) in London, UK, a competitive salary range would typically fall between £50,000 and £75,000 per annum. This is an estimate based on industry benchmarks, cost of living in London, and the specific demands of the role, including its focus on high-impact operational areas.

Benefits:

• Competitive Bonus Scheme: Performance-based bonuses rewarding high achievement.

• Flexible Benefits Budget: £50 per month to spend on a Ben Mastercard for personal choices (subscriptions, classes, etc.).

• Sabbatical Leave: 4 weeks fully paid after 4 years of service.

• Work From Anywhere: 4 weeks per year to work from any location.

• Mental Wellbeing Support: Access to therapy and mental health sessions via Oliva.

• Learning and Development: Personal budgets for books and training courses, plus 2 dedicated learning days per year.

• Private Health Care: Benefits through Vitality, including gym discounts.

• Medical Cash Plan: Assistance with costs for dental, optical, and physiotherapy.

• Tech Scheme: Access to the latest technology at a reduced cost.

• Pension Scheme: Standard company pension contributions.

• Cycle to Work Scheme: Encouraging sustainable commuting.

• 25 Days Holiday: Plus bank holidays.

• Monthly Team & Company Socials: Opportunities for team building and networking.

Working Hours: Standard full-time hours are assumed to be around 40 hours per week. The role offers flexibility, with a hybrid model requiring 2 days per week in the London office. The "Work From Anywhere" benefit also indicates a degree of flexibility outside of core office days.

📝 Enhancement Note: The salary range is an estimation. Marshmallow is a unicorn company, and compensation can vary significantly. The extensive benefits package is a strong indicator of the company's investment in employee well-being and professional growth, which is attractive to operations-focused professionals who often value stability and development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech/Insurtech. Marshmallow operates in the financial services sector, specifically focusing on insurance and lending for migrants and international customers, aiming to simplify migration processes. This industry is characterized by rapid innovation, stringent regulatory requirements, and a strong emphasis on data security and customer trust.

Company Size: 700+ employees, indicating a scale-up phase with established processes but still retaining a dynamic, growth-oriented culture. As a unicorn company that has raised significant funding, Marshmallow is in a position to invest heavily in its product and operational capabilities.

Founded: 2017. This relatively young company has achieved significant growth and unicorn status, suggesting a culture of ambition, rapid execution, and a willingness to challenge traditional market norms.

Team Structure:

• Cross-functional Teams: The Product Designer will be embedded within a cross-functional team comprising Product Managers, Engineers, Operations specialists, and Data Analysts. This structure promotes agile development and holistic problem-solving.

• Reporting: The role reports to a Senior Product Designer, indicating a supportive structure for mid-level professionals, with opportunities for mentorship and guidance.

• Collaboration: High emphasis on collaborative work, with regular interaction across design, product, engineering, and operations to align on strategy and execution.

Methodology:

• Agile & Iterative: The description implies a fast-paced, iterative approach to product development, focusing on discovering, defining, testing, and delivering solutions rapidly.

• Data-Driven: The presence of Data Analysts within teams suggests that decisions are informed by data, and performance is measured rigorously.

• User-Centric: A core philosophy of understanding and serving both internal and external user needs is evident.

• AI Integration: Proactive adoption and exploration of AI tools to drive efficiency and innovation.

Company Website: https://www.marshmallow.co

📝 Enhancement Note: Marshmallow's culture appears to be driven by ambition, ownership, and a desire for continuous improvement. The "never settle for ‘good enough’" ethos aligns well with operations professionals who thrive on optimization and efficiency. The company's focus on simplifying migration for customers presents a unique mission that can be a strong motivator.

📈 Career & Growth Analysis

Operations Career Level: This is a Mid-Level Product Designer role, positioned to contribute significantly to core business operations, specifically within the high-impact claims function. The role requires autonomy in execution and the ability to navigate complex operational challenges, bridging user experience design with tangible business outcomes. It's a step beyond junior roles, expecting candidates to drive projects with less direct supervision.

Reporting Structure: The designer will report to a Senior Product Designer, suggesting a clear line of mentorship and career development support. This structure allows for learning advanced design strategies and operational considerations from an experienced professional.

Operations Impact: The claims function is explicitly called out as a "highly complex and impactful part of the business that drives significant commercial outcomes." Therefore, this role has direct influence on the company's profitability and operational efficiency. Success in this role means directly contributing to cost reduction, fraud prevention, and improved customer retention through better claims experiences.

Growth Opportunities:

• Specialization: Deepen expertise in designing for complex operational workflows and financial services products, becoming a subject matter expert in claims design.

• Leadership Development: Potential to grow into a Senior Product Designer role, leading projects, mentoring junior designers, and contributing more strategically to product roadmaps.

• Cross-functional Expertise: Develop a strong understanding of engineering, product management, and operations, enhancing overall business acumen.

• AI & Innovation: Opportunity to pioneer the use of AI in product design within the company, potentially leading to specialized roles in AI-driven product development.

• Company Growth: As Marshmallow continues to scale and launch new products, there will be opportunities to transition to new product areas or take on broader responsibilities.

📝 Enhancement Note: The emphasis on "commercial outcomes" and "costly area" for claims signifies that this role is deeply intertwined with the operational and financial health of Marshmallow. Growth will likely be tied to demonstrating tangible improvements in these areas through design.

🌐 Work Environment

Office Type: Marshmallow has a new, collaborative office space in London. The hybrid model (2 days in office) indicates a preference for in-person collaboration and team cohesion, balanced with flexibility.

Office Location(s): London, England, United Kingdom. Specific details about the office's accessibility and amenities would typically be provided during the interview process, but London offers a vibrant professional ecosystem.

Workspace Context:

• Collaborative Hub: The office is designed to foster collaboration, which is essential for the cross-functional nature of this role. Expect to engage in workshops, brainstorming sessions, and informal discussions with team members.

• Resource Availability: As a well-funded company, it's reasonable to expect modern design tools, software, and technology infrastructure to support the design process.

• Team Interaction: The hybrid model ensures regular face-to-face interaction with designers, product managers, engineers, and operations specialists, facilitating efficient communication and problem-solving.

Work Schedule: While the core work is likely full-time (approx. 40 hours/week), the company culture and benefits like "Work From Anywhere" suggest a degree of flexibility in how and when work is completed, provided deadlines and collaboration needs are met. The hybrid requirement means consistent office presence on designated days.

📝 Enhancement Note: The hybrid model and focus on a "collaborative London office" suggest a company that values in-person interaction for idea generation and team building, while still offering flexibility that appeals to modern professionals. This balance is key for roles that require deep collaboration with operational teams.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and portfolio. Be prepared to articulate your relevant experience clearly.

• Design Challenge/Case Study: You will likely be asked to complete a design exercise or present a detailed case study from your portfolio. This will assess your problem-solving skills, design process, and ability to articulate your rationale. Focus on how you addressed complex operational considerations.

• Team Interviews: Interviews with Product Managers, Engineers, Senior Designers, and potentially Operations leads. These will assess your collaboration skills, technical understanding, and cultural fit. Expect questions about how you work with data and operational constraints.

• Stakeholder Interview: Potentially an interview with a key stakeholder from the claims business unit to assess your ability to understand and navigate business needs and communication styles.

• Final Round: May involve a discussion with a senior leader to assess strategic thinking and overall fit.

Portfolio Review Tips:

• Prioritize Claims/Operations Relevance: Select case studies that best demonstrate your ability to design for complex workflows, internal tools, or areas with significant operational or commercial impact. If you don't have direct claims experience, highlight transferable skills from similar complex problem spaces.

• Showcase the "Why": Clearly articulate the business problem and operational context for each case study. Explain why certain design decisions were made, linking them to user needs and business objectives.

• Highlight AI Usage: If you have experience using AI tools to improve your design process or product outcomes, make this prominent.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the positive impact of your designs on user experience, operational efficiency, or business KPIs.

• Process Clarity: Walk through your design process step-by-step, emphasizing research, ideation, iteration, and collaboration.

• Conciseness: Be prepared to present your portfolio effectively within a given timeframe, focusing on the most impactful aspects of each project.

Challenge Preparation:

• Understand the Claims Domain: Research common challenges in insurance claims processing, customer experience during claims, and the role of internal tools.

• Think Holistically: Be prepared to consider the end-to-end customer journey and internal operational workflows.

• Data & AI Focus: Anticipate questions about how you'd use data to inform design or how AI could solve specific claims-related problems.

• Stakeholder Empathy: Practice articulating how you would manage differing stakeholder priorities and communicate design rationale effectively.

📝 Enhancement Note: The interview process is geared towards assessing not just design skills but also operational understanding, commercial awareness, and the ability to integrate AI into practical solutions. A portfolio that highlights problem-solving in complex, regulated environments will stand out.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop) are standard. Figma is increasingly becoming the industry standard for collaborative design.

• Prototyping Tools: InVision, Principle, or Figma's built-in prototyping capabilities for creating interactive mockups.

• User Research Platforms: Tools like UserTesting.com, Maze, Lookback, or internal methods for conducting user interviews and usability testing.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello for task management and team communication.

Analytics & Reporting:

• Web/App Analytics: Google Analytics, Amplitude, Mixpanel for tracking user behavior and product performance.

• Data Visualization: Tableau, Power BI, or Looker for understanding and presenting data insights to stakeholders.

• Spreadsheet Software: Excel or Google Sheets for data manipulation and basic analysis.

CRM & Automation:

• CRM (potentially): Salesforce, HubSpot, or internal CRM systems that might be relevant for customer data within claims.

• AI & Machine Learning Tools: Candidates are encouraged to be curious and actively use AI tools for workflow optimization. This might include generative AI for content creation, AI-powered research tools, or specific AI features within design software.

• Integration Platforms: Awareness of how different systems (e.g., CRM, claims management software, analytics platforms) connect is beneficial.

📝 Enhancement Note: The emphasis on AI and data analysis suggests that proficiency in tools that facilitate these aspects of product development will be highly valued. Candidates should be prepared to discuss their experience with data-driven design and their familiarity with AI tools that enhance productivity and innovation.

👥 Team Culture & Values

Operations Values:

• Ambition & Ownership: Marshmallowers are driven by ambitious goals and take full ownership of their work, aligning with the drive for continuous improvement in operations.

• Hunger for Autonomy: Individuals are empowered and encouraged to take initiative, a key trait for professionals in operations roles who often need to self-direct.

• Improvement Over Coasting: A culture that values proactive problem-solving and continuous enhancement, directly applicable to optimizing operational processes.

• Collective Success: Emphasis on teamwork and shared goals, fostering a collaborative environment where operations and design work in tandem for the company's benefit.

• Curiosity & Tenacity: Encouragement to explore new ideas and persist through challenges, crucial for navigating the complexities of claims operations.

Collaboration Style:

• Cross-functional Integration: Strong emphasis on seamless collaboration between design, product, engineering, and operations teams to ensure holistic product development and operational alignment.

• Open Communication & Feedback: A culture that encourages open dialogue, constructive feedback, and the sharing of knowledge to foster a learning environment.

• Data-Informed Decision Making: Discussions and decisions are expected to be grounded in data and user insights, promoting a rational and objective approach to problem-solving.

• Agile & Iterative: Work is conducted in an agile manner, with frequent check-ins, reviews, and iterations to ensure flexibility and rapid response to evolving needs.

📝 Enhancement Note: The company's values of ambition, ownership, and continuous improvement are highly resonant with the core principles of revenue and sales operations. A candidate who embodies these values will likely thrive in Marshmallow's environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Claims: The claims process is inherently complex, involving multiple stakeholders, legal/regulatory considerations, and emotional customer situations. Designing intuitive solutions requires deep empathy and analytical rigor.

• Balancing Stakeholder Needs: Claims is described as a "costly area" with "a lot of stakeholder attention." Effectively navigating and aligning diverse business interests and priorities will be a continuous challenge.

• Internal vs. External Design: Switching context between designing efficient internal tools for claim handlers and seamless customer-facing mobile app experiences requires adaptability and a broad design perspective.

• Rapid Growth Environment: As a fast-growing company, processes may be evolving, requiring designers to be adaptable and contribute to process improvements rather than just following existing ones.

• Integrating AI Effectively: Moving beyond casual AI use to strategically integrate AI into core claims workflows and product offerings presents a significant, yet rewarding, challenge.

Learning & Development Opportunities:

• Deep Domain Expertise: Opportunity to become a specialist in the complex domain of insurance claims, understanding its nuances and operational levers.

• AI Design Innovation: Pioneer the application of AI in product design within a practical, high-stakes business context, potentially leading to new career paths.

• Strategic Product Influence: Contribute to shaping the product roadmap for a critical business function, gaining experience in strategic decision-making.

• Mentorship & Senior Roles: Clear pathway for growth into senior design positions, with mentorship from experienced professionals.

• Broader Business Acumen: Exposure to financial services, regulatory environments, and core business operations, enhancing overall professional development.

📝 Enhancement Note: The challenges presented are typical of high-impact roles in innovative companies. Marshmallow's commitment to learning and development, coupled with the inherent complexity of the claims domain, offers substantial growth potential for ambitious designers.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a complex internal tool. What were the key operational considerations, and how did you measure its success?" (Focus on your process, stakeholder management, and measurable impact.)

• "How would you approach designing a new feature for our claims mobile app to improve customer satisfaction during a stressful event?" (Emphasize user empathy, research methods, and iterative design.)

• "Given that claims is a costly area, how would you use design to drive efficiency and reduce operational overhead?" (Highlight your understanding of business impact and process optimization.)

Company & Culture Questions:

• "What interests you about Marshmallow's mission and our approach to financial services for migrants?" (Connect your values to the company's mission.)

• "How do you approach collaboration with engineers and operations teams, especially when there are competing priorities?" (Demonstrate your team-player attitude and problem-solving approach.)

• "Our culture values ambition and ownership. How do you demonstrate these qualities in your work?" (Provide specific examples of taking initiative and driving projects forward.)

Portfolio Presentation Strategy:

• Structure: For each case study, clearly outline: The Problem, Your Role, The Process (Research, Ideation, Design, Testing), The Solution, and The Impact (metrics/outcomes).

• Narrative: Tell a compelling story. Explain the "why" behind your decisions and how you navigated challenges.

• Visuals: Use clear, high-quality mockups, user flows, and research artifacts.

• Conciseness: Be mindful of time. Focus on the most critical aspects of each project that align with the role's requirements (complexity, operations, AI, impact).

• Interactive Elements: If presenting digitally, ensure interactive prototypes are readily accessible and functional. Be prepared to discuss your design choices live.

📝 Enhancement Note: Candidates should be prepared to demonstrate a pragmatic, results-oriented approach, focusing on how design can solve complex operational problems and contribute to business outcomes. Highlighting experience with AI and data-driven decision-making will be particularly advantageous.

📌 Application Steps

To apply for this Product Designer - Claims position:

• Submit your application through the provided link on Ashby HQ.

• Curate Your Portfolio: Select 2-3 of your most impactful case studies. Prioritize those demonstrating experience with complex workflows, internal tools, operational efficiency, or significant business impact. If you have direct experience with financial services or claims, highlight it. Be prepared to discuss your use of AI in your design process.

• Tailor Your Resume: Ensure your resume clearly highlights your product design experience, user research skills, stakeholder management, and any experience relevant to operations or complex problem-solving. Use keywords from the job description such as "Product Designer," "Claims," "AI," "Workflow Optimization," and "Cross-functional Collaboration."

• Prepare Your Portfolio Presentation: Practice walking through your case studies, focusing on your process, decision-making, and quantifiable results. Be ready to discuss how your designs solve operational challenges and drive business value. Anticipate questions about your approach to stakeholder management and AI integration.

• Research Marshmallow: Understand the company's mission, values, and their innovative approach to financial services. Familiarize yourself with their product offerings and recent news to demonstrate genuine interest and cultural alignment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.