About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

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 three tribes; Acquisition, Retention & Claims. 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 to find out more.

We’re looking for an experienced Technical Skills L&D Manager to join our team on a 12 month FTC and lead the development of functional and technical capability across our motor insurance business—with a particular focus on operational teams. This is a key role responsible for shaping and delivering impactful learning experiences that build confidence, capability, and performance in frontline and business-critical roles.

You’ll take ownership of our technical skills development strategy, working with leaders and People Partners to identify learning needs across Operations, Customer Experience, Claims, and other key functions. From onboarding through to role-specific upskilling, you’ll design and deliver learning solutions that support our people to do their best work—every day.

You’ll work closely with department leads, team managers, and the broader People team to ensure learning is embedded into how we develop, support, and measure performance. You’ll also partner with subject matter experts and external providers to create accessible, practical learning for employees at all levels.

This is a brilliant opportunity to make a measurable difference to the way we build and grow capability across our business, and to embed a culture of continuous, operational learning.

Key Responsibilities

Technical Skills Development Strategy

• Build trusted relationships with leaders across key business functions, particularly Operations, Claims and Fraud, to understand technical workflows and identify current and emerging skill gaps.
• Conduct technical capability gap analyses with department leads to pinpoint where teams require support in mastering complex or evolving operational insurance processes (e.g. technical debt handling, system navigation, regulatory knowledge).
• Design and implement a scalable technical skills strategy that supports both functional excellence and career progression.
• Develop capability frameworks that define “what good looks like” for technical competencies in specific roles and functions.
• Embed technical learning into operational onboarding, career progression, and performance conversations.

Learning Programme Design & Delivery

• Create and deliver engaging learning solutions that are tailored to role-specific technical skills (e.g. claims handling, customer resolution, process accuracy, tools mastery).
• Work with internal SMEs and external partners to co-develop high-quality, accessible content.
• Deliver a mix of formats—e.g. workshops, e-learning, coaching, job aids—based on audience and learning needs.
• Evaluate learning effectiveness through feedback, performance data, and operational KPIs.

Stakeholder Engagement

• Partner with managers to ensure training is embedded in team routines, QA processes, and career progression frameworks.
• Collaborate with the People team (including L&D and Talent) to align technical development with broader people initiatives.
• Ensure visibility of learning opportunities and champion a continuous learning culture across all levels.

Measurement & Continuous Improvement

• Use data to monitor programme effectiveness and demonstrate the impact of learning on operational performance.
• Adapt and improve programmes based on learner feedback, business input, and performance trends.
• Maintain clear records of participation, engagement, and outcomes.

What We’re Looking For

Experience & Skills

• Significant experience in a learning and development role focused on technical or functional skills—ideally in an operations-heavy, fast-paced environment.
• Experience designing and delivering role-specific learning in areas such as customer support, operations, insurance claims, or other regulated functions.
• Ability to work closely with subject matter experts to translate complex processes into effective training.
• Skilled in building blended learning solutions that drive real-world performance improvement.
• Confident working across levels—from frontline teams to senior stakeholders.
• Strong communication and stakeholder engagement skills.
• Comfortable using data and feedback to iterate and improve learning experiences.
• Find a way – You’re solutions-oriented, resourceful, and pragmatic in how you solve problems and get things done.

Leadership Behaviours

• Cultural Icon – You champion a learning culture where everyone feels supported and has the tools to succeed. You lead by example and seek feedback to continuously improve.
• Always Deliver – You take ownership of your workstreams and deliver high-quality outcomes under pressure. You’re proactive and get things done.
• Raise the Bar – You’re passionate about developing others, always looking for ways to make training more effective, engaging, and impactful.
• Future Obsessed – You build learning that scales with the business and anticipate future capability needs as teams and roles evolve.

Perks of the Job

• Hybrid working – Spend 1–2 days a week in our collaborative London office
• Competitive bonus scheme – Designed to reward and recognise high performance
• Flexible benefits budget – £50/month via Ben Mastercard, to spend on whatever you choose
• Sabbatical Leave – 4-week fully paid sabbatical after 4 years at Marshmallow
• Work From Anywhere – 4 weeks/year with no office requirement
• Mental wellbeing support – Access therapy and mental health support through Oliva
• Learning and development – Personal budget + 2 L&D days per year
• Private health care – Via Vitality, including gym discounts and more
• Medical cash plan – Dental, optical, physio and more
• Tech scheme – Get the latest tech for less
• Plus: 25 days holiday + bank holidays, pension, cycle to work scheme, monthly socials and more

Our process

We break it up into 3 stages:

• Initial call with a member of our Talent Acquisition Team (20-30 mins)
• A skill-based interview where you will discuss your previous experience and technical skills/knowledge with the hiring manager (45 min - 1 hour)
• A culture interview to check that your work style fits our processes and values (1 hour)
• We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application.

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

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.

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