Product and Customer Outcome Manager

Serving our customers, communities, and planet a little better every day.

Salary - from £43,680

Work Level – 2.

Location – Edinburgh, Permanent, blended working.

Office Attendance - Our roles are hybrid. However, you should be able to work from your nearest IMS office 2-3 days per week for this position. Occasional travel to other Tesco offices may also be required.

Closing Date - Applications close 27th February 2026.

We deal in the personal – from home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. And that means we always work with heart. Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.

Tesco Insurance is building a new Payments product team, and we’re looking for a Product & Outcomes Manager to help shape the future of our customer payment experiences. This is a pivotal role focused on driving product innovation, ensuring great customer outcomes, and maintaining compliance across our payment’s ecosystem.

As the Product & Outcomes Manager, you’ll lead initiatives that improve commercial and customer outcomes across the payment’s lifecycle. You’ll monitor key metrics, support supplier relationships, and ensure our products remain competitive, compliant, and customer focused.

You’ll work closely with Product Owners, Engineering, Risk, and third-party suppliers to deliver strategic improvements and support governance processes that align with FCA Consumer Duty and other regulatory requirements.

• Drive improvements across the payments lifecycle – reducing costs, bad debt, fraud, and improving acceptance rates.
• Monitor and report on key payment metrics including approval rates, defaults, chargebacks, collections, and transaction costs.
• Lead periodic product reviews and customer outcome assessments on payment products.
• Ensure our Payment offer is compliant eg. FCA Consumer Credit rules, PCI DSS, SCA and scheme mandates.
• Provide KPI inputs for planning, forecasting, and budgeting.
• Oversee resolution of incidents impacting customer payments.
• Contribute to long-term payments strategy – covering payment options, technology capabilities, and product roadmap.
• Own and manage payment risks and controls.
• Support delivery of payment-related product changes through roadmap prioritisation and business case development.

• Strong technical understanding of payments infrastructure, integrations, and vendor solutions.
• Proven ability to lead governance processes and drive continuous improvement.
• Skilled in stakeholder and supplier management, with a focus on customer-centric outcomes.
• Proven ability in business analysis and service mapping—translating complex requirements into actionable designs
• Analytical mindset with experience in market research, customer needs analysis, and performance reporting.

• Experience in general insurance or regulated financial environments.
• Familiarity with Agile methodologies and tools (e.g. Scrum, SAFe PI planning, Jira).

• You’ll be joining a team where 91% of colleagues think it’s a great place to work.
• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance and virtual GP Service you and your family 365 days a year.
• Performance related annual bonus.
• Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday. As an added perk, we’ll give you a second card to share with someone else.
• Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.

• Take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.
• Take part in our Buy as you Earn and Save as your Earn share schemes.

We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace…