Negotiable
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.We work with a culture that values progress, collaboration, and ownership. We plan twice a year to set clear goals and ensure alignment across functions, with work organized into three tribes: Acquisition, Retention and Claims. Each tribe has multiple teams working cross-functionally.AI and Automation at Marshmallow
Our AI and Automation team transforms how we engage with customers by building intelligent, agentic AI solutions that improve customer interactions and operational efficiency. The team focuses on delivering cutting-edge conversational AI technologies for complex journeys such as policy renewals and retention negotiations within the Retention tribe.The team collaborates with Product, Operations, Finance, and senior leadership to ensure AI-driven solutions are robust, compliant, and aligned with Marshmallow''s strategic goals.Joining this team means being part of a fast-moving, innovative environment where curiosity, collaboration, and continuous learning are essential. You\''ll help shape the future of AI-powered customer experiences in a regulated industry, tackling challenges that require both technical expertise and strong communication skills to bridge technology and business.Role Description
As an AI Applied Scientist at Marshmallow, you will lead the development and refinement of customer-facing AI agent solutions, focusing on implementing and enhancing conversational AI through our Sierra platform. Your role bridges data science and AI application, driving the evolution of high-performing systems that deliver complex, real-world interactions such as retention negotiations and personalized customer engagement. You will collaborate across teams to translate AI capabilities into practical, regulated solutions that improve customer experience and operational efficiency, while shaping the future of AI-driven financial products at Marshmallow.What you''ll be doing
Lead the design, development, and implementation of customer-facing AI agent solutions.Develop and refine conversational AI models to achieve human-equivalent performance in complex customer interactions.Establish and maintain robust evaluation frameworks and monitoring systems to ensure AI quality, compliance, and regulatory standards.Drive experimentation and iterative improvement cycles to enhance AI agent capabilities and customer experience.Own the end-to-end lifecycle of AI agent deployments, including prompt design, context management, and troubleshooting to optimise conversational flow.Collaborate closely with cross-functional teams, acting as a technical bridge, communicating complex AI concepts clearly to both technical teams and senior leadership.Who are you?
You are deeply curious and passionate about the fast-evolving field of AI, especially in customer-facing generative AI and conversational agents.You thrive in a dynamic, exploratory environment and are motivated by solving complex, high-stakes problems that have real-world impact.You communicate complex technical concepts clearly and effectively to both technical and non-technical stakeholders, bridging gaps in understanding.You take ownership and pride in building robust, high-performing AI systems that deliver measurable value and improve customer experiences.You are comfortable navigating ambiguity and can design thoughtful experimentation frameworks to iterate and improve AI-driven customer journeys.You are enthusiastic about being a key voice in shaping the future of AI applications within the company and beyond, helping to build internal knowledge and capabilities.Essential experiences
Proven experience working with customer-facing generative AI or conversational AI solutions.Strong background in data science with hands-on experience deploying and evaluating machine learning or AI models, particularly large language models (LLMs).Deep understanding of prompt engineering, LLM evaluation, and agentic AI systems, with the ability to design and optimize conversational flows.Experience working with or integrating third-party AI platforms (e.g., Sierra) and collaborating with external technology partners.Solid SQL skills for data querying and analysis to support model evaluation and experimentation frameworks.Excellent communication skills with the ability to translate complex technical concepts to non-technical stakeholders and senior leadership.Perks of the job
Flexi-office working
- Spend 2-3 days a week with your team in our new collaborative London office. The rest is up to you!Competitive bonus scheme
- designed to reward and recognise high performanceFlexible benefits budget
- £50 per month to spend on a Ben Mastercard, allowing your own benefits budget for subscriptions, classes, or other perksSabbatical Leave
- Get a 4-week fully paid sabbatical after being with us for 4 yearsWork From Anywhere
- 4 weeks work from anywhere to use, with no need to come to the officeMental wellbeing support
- Access therapy and mental health sessions through OlivaLearning and development
- Personal budgets for books and training courses, plus 2 days a year to grow your skillsetPrivate health care
- Vitality benefits, including gym discounts and smartwatchesMedical cash plan
- Help with costs for dental, optical, and physioTech scheme
- Get the latest tech for lessPlus all the rest; 33 days holiday, pension, cycle to work scheme, monthly team socials and company-wide socials every month!Our process
We break it up into a few stages:Initial call with our Talent Acquisition Partner - 30 minsA past experience interview where you will discuss your journey so far and ways of working with Hannah, our hiring manager - 60 minsA technical interview with a couple of the team - 60 minsA culture interview with a bar raiser to see if your work style fits our processes and values (and vice versa!) - 60 minsEveryone belongs at Marshmallow
At Marshmallow, we hire people from all walks of life with the passion and skills needed to help us achieve our company mission. We are committed to hiring without judgement, prejudice or bias. We encourage everyone to apply for open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications. We are building an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.Recruitment privacy policyWe 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 ..... full job details .....
Negotiable