Product Designer - Claims

📍 Job Overview

Job Title: Product Designer - Claims

Company: Marshmallow

Location: London, United Kingdom

Job Type: Full-time

Category: Product Design / Operations Design Focus

Date Posted: May 14, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Design and deliver user-centric product solutions within the complex claims domain, focusing on both internal operational tools and customer-facing mobile applications.

• Collaborate closely with cross-functional teams, including Product Managers, Engineers, Operations, and Data professionals, to drive product strategy and execution.

• Leverage user research, data analysis, and AI-driven insights to inform design decisions and optimize user workflows for efficiency and commercial impact.

• Champion high design standards, contributing to the company's design system and fostering a culture of continuous improvement and innovation within the product development lifecycle.

📝 Enhancement Note: While the primary title is "Product Designer," the emphasis on "Claims," "internal claim handlers," "balancing partners and workflows," and "commercial outcomes" strongly suggests a significant operational focus. This role requires understanding and optimizing internal processes and user experiences that directly impact business efficiency and profitability, aligning it with a Revenue Operations or GTM Operations adjacent design function. The mention of "claims is a very costly area to the business with a lot of stakeholder attention" further underscores the critical operational and commercial importance of this design role.

📈 Primary Responsibilities

• Lead the end-to-end product design process for claims-related initiatives, from discovery and concept to delivery and iteration, ensuring alignment with business objectives and user needs.

• Conduct comprehensive user research, including qualitative interviews and usability testing, with both internal claim handlers and external customers to uncover pain points and identify design opportunities.

• Translate complex operational workflows and customer journeys into intuitive and efficient user interfaces for internal tools and mobile applications, ensuring seamless user experiences.

• Collaborate with product managers and engineers to define product requirements, scope features, and prioritize development efforts based on user impact and business value.

• Articulate and present design rationale, research findings, and proposed solutions to diverse stakeholders across product, engineering, operations, and business leadership, effectively navigating their input and concerns.

• Contribute to the evolution and maintenance of Marshmallow's design system, ensuring consistency, scalability, and adherence to best practices across all claims-related products.

• Actively utilize AI tools to enhance personal productivity, optimize design workflows, and identify opportunities for automation and efficiency gains within the product development process.

• Analyze product performance data and user feedback post-launch to identify areas for improvement and inform future design iterations, demonstrating a commitment to continuous optimization.

📝 Enhancement Note: The responsibilities highlight a blend of traditional product design with a deep dive into operational efficiencies and stakeholder management within a high-impact business area (claims). The emphasis on "commercial outcomes," "costly area," and "stakeholder attention" points to a role where design decisions have direct measurable business impact, a key characteristic of operations-focused design roles.

🎓 Skills & Qualifications

Education:

Experience:

• 2-5 years of professional experience in product design, UX/UI design, or a similar role, with a proven track record of shipping successful digital products.

• Demonstrated experience in designing complex internal tools or enterprise software, alongside customer-facing mobile applications.

Required Skills:

• Product Design Expertise: Proficiency in the full product design lifecycle, including user research, wireframing, prototyping, UI design, and usability testing.

• UX/UI Design Tools: Mastery of industry-standard design and prototyping tools such as Figma, Sketch, Adobe Creative Suite, InVision, or similar.

• Cross-functional Collaboration: Ability to work effectively within multidisciplinary teams, fostering strong partnerships with Product Management, Engineering, and Operations.

• Research & Analysis: Strong capabilities in conducting user research, synthesizing qualitative and quantitative data, and translating insights into actionable design solutions.

• Stakeholder Management: Proven ability to communicate design decisions, present findings, and manage feedback from various internal stakeholders, particularly in high-visibility areas like claims.

Preferred Skills:

• AI Workflow Optimization: Active and curious use of AI tools to enhance design workflows, generate efficiencies, and expedite the design process.

• Design Systems: Experience contributing to or maintaining design systems, ensuring brand consistency and scalability.

• Data Analysis & Interpretation: Familiarity with analyzing product performance data and user analytics to inform design strategy and measure impact.

• Financial Services/Insurtech Experience: Prior experience designing products within the financial services or insurance technology sector, particularly related to claims processing.

• Agile Methodologies: Deep understanding and practical application of Agile and Scrum methodologies in a product development context.

📝 Enhancement Note: The "You should apply if" section strongly implies a need for candidates who are not only skilled designers but also proactive problem-solvers, data-aware, and comfortable with the operational complexities of the claims domain. The explicit mention of "AI Workflow Optimization" is a key differentiator for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies Showcasing End-to-End Design: Present 2-3 detailed case studies that demonstrate your involvement in the entire product design process, from problem definition and user research to solution design, prototyping, and post-launch iteration.

• Demonstration of Complex Problem-Solving: Highlight projects where you tackled intricate problems, particularly those involving internal operational workflows or multi-faceted user journeys. Clearly articulate the challenges and your strategic approach to solving them.

• Internal Tool Design Examples: Include at least one project focused on designing internal tools or enterprise software. Detail the user needs addressed, the efficiency gains achieved, and how the tool integrated into existing operational processes.

• Customer-Facing Mobile App Design: Showcase examples of designing user-friendly and effective mobile applications, demonstrating proficiency in mobile UX/UI principles and best practices.

• Quantifiable Impact & Metrics: For each case study, provide measurable outcomes and impact. This could include metrics related to user adoption, efficiency improvements, cost reduction, customer satisfaction, or conversion rates.

Process Documentation:

• Workflow Mapping & Optimization: Be prepared to discuss how you approach mapping existing workflows, identifying bottlenecks, and designing optimized processes through your product solutions.

• User Research Methodology: Detail your methods for conducting user research, gathering feedback, and synthesizing insights to drive design decisions.

• Prototyping & Testing: Showcase your ability to create interactive prototypes and conduct usability testing to validate design concepts and gather iterative feedback.

• Collaboration & Stakeholder Management: Explain how you collaborate with cross-functional teams and manage feedback from diverse stakeholders throughout the design process.

📝 Enhancement Note: Given the operational nature of the claims domain and the emphasis on internal tools, a portfolio demonstrating an understanding of process optimization, efficiency gains, and stakeholder alignment will be crucial. The ability to showcase how design directly impacts business outcomes is paramount.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Competitive Bonus Scheme: Rewarding high performance and contribution to business success.

• Flexible Benefits Budget: A £50 monthly allowance via Ben Mastercard for personalized benefits (subscriptions, classes, etc.).

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

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

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

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

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

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

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

• Pension Scheme: Standard company pension contributions.

• Cycle to Work Scheme: Promoting sustainable commuting.

• Monthly Team and Company Socials: Fostering team cohesion and company culture.

• Generous Paid Time Off: 25 days of annual leave plus bank holidays.

Working Hours:

• Standard full-time hours, likely around 40 hours per week, with flexibility for hybrid work. The company culture emphasizes autonomy and ownership, suggesting that while core hours are expected, there's an understanding of managing one's own schedule to achieve results.

📝 Enhancement Note: The salary estimate is based on general UK market data for Product Designers in London, adjusted for the specific industry (FinTech/Insurtech) and the mid-level experience. Marshmallow's stated growth and unicorn status suggest competitive compensation. The benefits package is extensive and aligns with modern tech company offerings.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Insurtech (specifically focused on making migration and car insurance/loans easier).

Company Size: Growing rapidly, stated as "700+ people," indicating a mid-to-large-sized, dynamic organization. This size allows for both structured processes and opportunities for individual impact.

Founded: 2017. The company has experienced significant growth, achieving unicorn status, which suggests a culture of innovation, rapid scaling, and a focus on achieving ambitious business goals.

Team Structure:

• The candidate will be embedded within a "cross-functional team" comprising Product Managers, Engineers, Operations, and Data professionals. This structure emphasizes a collaborative, integrated approach to product development.

• The role reports to a Senior Product Designer and works closely with a dedicated Product Manager for the claims area.

Methodology:

• Agile Development: The description implies a fast-paced, iterative development process ("discovering, defining, testing and delivering at speed and with purpose").

• Data-Driven Decisions: Emphasis on analyzing data and using insights to inform design, a core tenet of effective operations and product development.

• User-Centricity: A strong focus on understanding and addressing the needs of both internal users (claim handlers) and external customers.

• AI Integration: Proactive encouragement to use AI for workflow optimization and efficiency gains, reflecting a forward-thinking approach to technology adoption.

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

📝 Enhancement Note: Marshmallow's culture is described as ambitious, commercially driven, and focused on autonomy and ownership. This means the operations/design team likely values individuals who are self-starters, proactive in identifying improvements, and comfortable driving initiatives forward with minimal oversight. The claims domain specifically requires a high degree of responsibility due to its financial implications.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level Product Designer with a specialized focus on operational excellence within the claims function. It's an opportunity to gain deep domain expertise in a critical business area that directly impacts financial outcomes. The role requires not just design skills but also a strategic understanding of business processes and stakeholder management.

Reporting Structure: The designer will work within a cross-functional team and report to a Senior Product Designer, indicating mentorship and guidance will be available. This structure also allows for direct collaboration with product management and engineering leads.

Operations Impact: The designer will have a significant impact on the efficiency and effectiveness of Marshmallow's claims operations. By improving internal tools, they can reduce processing times, minimize errors, and enhance the experience for claim handlers. By optimizing customer-facing claim experiences, they can improve customer satisfaction, retention, and potentially reduce operational costs associated with claims handling. The emphasis on "commercial outcomes" means their work directly contributes to the company's profitability.

Growth Opportunities:

• Specialization in Claims Design: Deepen expertise in the complex domain of insurance claims, a valuable niche within the FinTech/Insurtech sector.

• Leadership Potential: With proven success, opportunities may arise to lead design initiatives, mentor junior designers, or transition into Senior Product Designer roles.

• Broader Product Design: The experience gained in claims can be leveraged across other product areas within Marshmallow as the company continues to build new offerings.

• Skill Development: Continuous learning is encouraged through personal budgets for books, training, and dedicated days for skill enhancement, allowing for professional growth in areas like AI, advanced analytics, or new design methodologies.

📝 Enhancement Note: This role offers a clear path for growth within a rapidly scaling company. The specialized nature of claims design is a significant differentiator, and the emphasis on operational impact suggests that successful designers here will be highly valued and have clear opportunities for advancement.

🌐 Work Environment

Office Type: Marshmallow operates a hybrid model, requiring 2 days per week in their "new collaborative London office." This suggests a modern workspace designed to facilitate teamwork, brainstorming, and social interaction.

Office Location(s): London, United Kingdom. The exact office location isn't specified, but it's in a major metropolitan hub conducive to talent acquisition and collaboration.

Workspace Context:

• Collaborative Environment: The office is designed for collaboration, encouraging interaction between team members from different disciplines. This is crucial for the cross-functional nature of the claims product team.

• Operations Tools & Technology: While not explicitly detailed, it's reasonable to assume a tech-forward environment with access to necessary design software, communication tools (Slack, etc.), and potentially specialized claims processing software or platforms. The company's rapid growth and unicorn status imply investment in modern technology infrastructure.

• Team Interaction: The hybrid model ensures regular in-person interaction with colleagues, fostering stronger team bonds and more effective communication for complex operational discussions. The "Work From Anywhere" policy for 4 weeks a year also offers significant flexibility.

Work Schedule: Full-time, with a hybrid expectation of 2 days in the office. The company culture promotes autonomy and ownership, suggesting that while core hours and collaboration days are important, there's likely flexibility in daily scheduling to support work-life balance and personal productivity.

📝 Enhancement Note: The hybrid model in a London office, combined with significant remote work flexibility, points to a modern, employee-centric work environment. For operations-focused roles, the ability to collaborate effectively in person on certain days is often beneficial for tackling complex process challenges.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with the Talent Acquisition team to assess basic qualifications, cultural fit, and interest.

• Hiring Manager/Team Interview: A more in-depth discussion with the hiring manager (likely a Product Lead or Head of Design) and potentially a Senior Product Designer. This stage will focus on your experience, approach to design, and understanding of operational challenges.

• Design Challenge/Portfolio Review: This is a critical stage. You will likely be asked to present your portfolio, discussing 1-2 key case studies in detail. Be prepared for a practical design exercise, which might involve a take-home task or an in-person/virtual workshop simulating a real-world problem within the claims domain. This will assess your problem-solving skills, design process, and ability to articulate your rationale.

• Cross-functional Team Interview: An opportunity to meet with engineers, product managers, and operations stakeholders you would be working with. This assesses collaboration skills, communication style, and ability to integrate into existing team dynamics.

• Final Interview: Potentially a conversation with senior leadership to confirm fit and discuss broader company vision.

Portfolio Review Tips:

• Focus on Impact: For each case study, clearly articulate the problem, your solution, and the measurable impact (e.g., efficiency gains, cost savings, improved user satisfaction, reduced error rates). Quantify your contributions wherever possible.

• Showcase Process: Walk through your design process: how you conducted research, made design decisions, handled constraints, and iterated based on feedback.

• Highlight Operations Relevance: Emphasize projects that involved complex workflows, internal tools, or operational efficiency. Explain how your design decisions directly supported business objectives within those contexts.

• Demonstrate AI Usage: If applicable, discuss how you used AI tools to enhance your workflow, generate insights, or improve efficiency in your design projects.

• Be Concise and Story-Driven: Tell a compelling story for each project, highlighting your role and contributions. Be prepared to answer detailed questions about your decisions.

Challenge Preparation:

• Understand the Claims Domain: Research Marshmallow's business, the insurance claims process, and common challenges in this area.

• Anticipate Operational Focus: Expect challenges that require you to think about process optimization, user workflows, and business impact, not just aesthetics.

• Structure Your Approach: If given a take-home challenge, clearly define the problem, your assumptions, your methodology, your proposed solution, and how you'd measure success.

• Practice Communication: Be ready to present your work clearly and confidently, defending your design choices and engaging in constructive feedback.

📝 Enhancement Note: The emphasis on "claims," "costly area," "stakeholder attention," and "commercial outcomes" indicates that the interview process will heavily scrutinize the candidate's ability to deliver tangible business value through design, not just aesthetic appeal or user delight.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable given industry trends and the need for collaboration), Sketch, Adobe Creative Suite.

• User Research & Testing: Tools like UserTesting.com, Maze, Hotjar, or internal research platforms.

• Collaboration & Communication: Slack, Jira, Confluence, Asana, or similar project management and communication tools.

Analytics & Reporting:

• Product Analytics: Tools such as Amplitude, Mixpanel, Google Analytics, or Tableau for analyzing user behavior and product performance.

• Data Visualization: Tools like Tableau, Looker, or Power BI for creating dashboards and reporting on key metrics.

CRM & Automation:

• While not directly a design tool, understanding how design integrates with CRM (e.g., Salesforce, HubSpot) and automation platforms (e.g., Zapier, Workato) can be beneficial, especially for internal tools that interact with these systems.

📝 Enhancement Note: The specific tools are not listed, but the role implies proficiency in standard modern product design software. The mention of "analyzing data" and working with "operations and data" suggests familiarity with analytics platforms will be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Ambition & Commercial Drive: A strong focus on achieving ambitious business goals and understanding the commercial implications of product decisions.

• Autonomy & Ownership: Expectation that individuals will take initiative, manage their work, and feel responsible for the success of their products.

• Continuous Improvement: A culture that encourages constant refinement of products, processes, and personal skills.

• Hunger for Impact: A drive to make a tangible difference in the business, particularly within critical areas like claims.

• Data-Driven Approach: Decisions are informed by data and insights, rather than solely intuition.

Collaboration Style:

• Cross-functional Integration: Design is seen as an integral part of the product team, working hand-in-hand with Product Management, Engineering, and Operations.

• Challenging & Educating: Team members are encouraged to challenge each other constructively and share knowledge to elevate the collective understanding and output.

• Design Reviews & Workshops: A structured approach to design feedback, involving peers and stakeholders to ensure quality and alignment.

• Holistic Problem Solving: Tackling complex problems by considering all moving parts and interdependencies, reflecting an operational mindset.

📝 Enhancement Note: Marshmallow's values emphasize a high-performance, ownership-driven culture. For a designer in the claims area, this translates to a need to be proactive, commercially aware, and collaborative, understanding that their work directly contributes to the company's operational efficiency and financial success.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Claims Domain: Navigating the intricate, multi-faceted processes and regulatory considerations inherent in insurance claims.

• Balancing Internal & External User Needs: Designing for diverse user groups (claim handlers, customers) with potentially conflicting requirements and priorities.

• Stakeholder Management: Effectively managing expectations and gathering input from numerous stakeholders in a high-visibility, cost-sensitive business area.

• Rapid Iteration & Delivery: Maintaining high design quality while adhering to a fast-paced development cycle.

• Integrating AI Effectively: Identifying and implementing AI solutions that genuinely enhance workflows and provide measurable efficiency gains, rather than just adopting technology for its own sake.

Learning & Development Opportunities:

• Deep Domain Expertise: Becoming a specialist in FinTech/Insurtech claims design, a highly sought-after skill set.

• AI Tool Proficiency: Gaining practical experience and insight into leveraging AI for design and operational efficiency.

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

• Leadership Skills: Opportunities to mentor, lead projects, and influence product strategy as experience grows.

• Industry Exposure: Potential participation in industry events, conferences, or training programs focused on FinTech, Insurtech, or product design.

📝 Enhancement Note: The challenges presented are typical of roles that bridge design and operational efficiency in complex industries. The growth opportunities are significant due to the company's trajectory and the specialized nature of the role.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed an internal tool that significantly improved operational efficiency. What was the problem, your solution, and the impact?" (Focus on metrics, process mapping, and stakeholder buy-in.)

• "How do you approach balancing the needs of different user groups, such as internal operators and external customers, especially in a sensitive area like claims?" (Discuss user research methods, prioritization frameworks, and compromise.)

• "Walk me through your process for managing feedback and navigating conflicting opinions from multiple senior stakeholders on a critical product feature." (Highlight communication, persuasion, and data-driven justification.)

Company & Culture Questions:

• "What interests you specifically about Marshmallow and our mission in the financial services/insurtech space?" (Research the company's mission, values, and recent news.)

• "How do you embody Marshmallow's values of ambition, ownership, and continuous improvement in your work?" (Provide concrete examples from your experience.)

Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as narratives. Clearly define the problem, your role, your process, the solutions you designed, and the measurable outcomes.

• Quantify Impact: For each project, highlight any quantifiable results such as time saved, cost reduced, error rates decreased, or customer satisfaction increased.

• Showcase Process, Not Just Pixels: Demonstrate your thinking – your research, your iterations, your rationale for design decisions, and how you handled feedback.

• Emphasize Operational Understanding: When discussing projects, explain how your design addressed specific operational needs or business objectives. For internal tools, highlight efficiency gains and workflow improvements.

• Be Prepared for Deep Dives: Anticipate detailed questions about your decision-making process, the trade-offs you made, and how you would have approached challenges differently.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of design craft, operational awareness, business acumen, and a proactive, data-informed approach. The ability to articulate the "why" behind design decisions and their tangible business impact will be key.

📌 Application Steps

To apply for this Product Designer - Claims position:

• Submit your application through the provided link on Ashby. Ensure your resume and portfolio are up-to-date and tailored to the role's requirements.

• Portfolio Customization: Select 2-3 of your strongest case studies that best showcase your experience with complex problem-solving, internal tools, customer-facing mobile apps, and quantifiable impact. Prioritize projects with operational relevance and demonstrate your design process clearly.

• Resume Optimization: Highlight keywords relevant to product design, UX/UI, claims, internal tools, stakeholder management, data analysis, and AI workflow optimization. Quantify your achievements with specific metrics where possible.

• Interview Preparation: Practice articulating your design process, research methodologies, and problem-solving approaches. Prepare to discuss your experience with challenging stakeholders and your understanding of commercial objectives within the claims domain. Rehearse presenting your portfolio, focusing on storytelling and impact.

• Company Research: Thoroughly research Marshmallow's mission, values, products, and recent achievements. Understand their position in the Insurtech market and the specific challenges within the claims sector. This will help you tailor your responses and demonstrate genuine interest.

⚠️ 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.