Senior Product Manager - Conversational AI & Self-Service Support

About the role

As a Senior Product Manager for Conversational AI & Self-Service Support, you will join our dynamic Customer Support product team. You will lead the vision, strategy and execution of AI-driven customer support experiences, including conversational AI voice and chat bot platform and self-service journeys across the Group (UK, ROI, Central Europe).You will play a critical role in transforming how customers and colleagues interact with support channels by leveraging advanced AI technologies to deliver seamless, intelligent, and scalable support solutions.

You will own and evolve the conversational AI product ecosystem to support expanding chatbot capabilities across channels and driving adoption of self-service solutions. Working closely with cross-functional teams including Engineering, UX, Data, and Analytics, you will deliver measurable improvements in customer experience, operational efficiency and business outcomes.

• Proactively partner with the cross functional team and senior stakeholders to set the future direction of conversational AI and self-service support aligned to organisational goals and customer needs
• Follow agile product management practices,breakdown complex product requirements, maintaina prioritised product backlog, run keyceremoniesto enable the development teamsto deliver valuable product incrementswithoptimalrisk and effort.
• Lead product discovery and experimentation, defining MVPs, validate hypotheses, and scale successful features
• Lead development and optimisation of the bot platform, leveraging AI technologies to enhance automation, accuracy, and user experience
• Drive expansion of conversational AI across multiple customer and colleague touchpoints and channels, ensuring a consistent and seamless support experience
• Be accountable for product performance, adoption, and OKRs, using data to continuously improve outcomes
• Collaborate with UX, Engineering, Data Science, and Analytics teams to design, build, and iterate on AI-driven support solutions
• Manage and influence stakeholders across business and technical teams, aligning priorities and navigating dependencies
• Demonstrate the features of the product to different audiences inthewider and immediate Tescoteams, building awareness of the product and its capabilities.

• Proven track record as a Senior Product Manager towards delivering high impact, scalable digital, AI, or customer support products.
• Product Management experience in a modernsoftwareproductdevelopment context, using agile practices,in collaboration with colleagues from UX,Engineering, analytics and other disciplines.
• Strong experience in conversational AI, chatbots, voicebots with a focus on improving user journeys and experiences.
• Expertise in product management practices and tools for roadmap planning, backlog management, prioritisation, and agile delivery.
• Deep understanding of data-driven product development, including experimentation and A/B testing.
• Excellent stakeholder management, communication, and leadership skills.
• Understanding of how large technology systems interact and how to monitor product health (e.g. uptime, performance metrics)

• Experience scaling AI-driven products in large, complex organisations.
• Knowledge of LLMs, agentic AI, or conversational design principles.
• Experience of the technology in customer support or omnichannel service environments.
• Experience with API-based platforms and integrations across multiple systems.

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work.

• Annual bonus scheme of up to 20% of base salary.
• Holiday starting at 25 days plus a personal day (plus Bank holidays).
• Private medical insurance.
• 26 weeks maternity and adoption leave (12 months service required at the qualifying date) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave.
• Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental…