Design Foundations & Operations Specialist at KAYAK coordinating design - to - engineering handoffs and visual foundations work for products. Focused on operational resilience and deploying design tokens across brands and platforms.
About the role
- Customer Operations Lead managing day-to-day operations of car finance product at Marshmallow. Focusing on customer queries, underwriting, and automation to improve efficiency.
Responsibilities
- Own the day-to-day operations of our car finance product, from customer queries to dealer and broker interactions, ensuring a smooth, reliable experience for all stakeholders.
- Lead our underwriting and collections workflows, applying clear credit rules and judgement to help us write high‑quality business and manage risk effectively.
- Directly build automation and AI into our operational workflows, using best in class AI tools, and working alongside our dedicated engineering and product team.
- Build strong, responsive relationships with introducers (dealers and brokers), becoming their go-to contact and keeping applications moving quickly and transparently.
- Proactively identify operational pain points and inefficiencies, feeding these into our product, engineering and credit teams to design better processes and tools.
- Take full ownership for outcomes in your area, flexing to support weekend or out‑of‑hours needs when required and working closely with a small, high‑performing team to get things done.
Requirements
- Experience in an operational or customer-facing role, ideally within a fintech, financial services, or other regulated environment.
- Strong analytical skills and comfort working with data to make decisions (e.g. reviewing bank statements, credit reports, assessing customer risk etc).
- Demonstrated experience using technology to improve processes (e.g. no-code tools, scripting, or automation/AI tools), or a strong desire and aptitude to learn.
- Clear, confident communicator who can manage relationships with external partners (such as brokers or dealers) and handle sensitive customer conversations.
Benefits
- Flexible working: Spend three days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you 🏠
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
- Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
- Tech scheme - Get the latest tech for less 🖥
- Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
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