Product and Customer Outcome Manager

Tesco Insurance & Money Services; City of Edinburgh; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading insurance company in Edinburgh seeks a Product & Outcomes Manager to enhance customer payment experiences. This pivotal role involves driving product innovation and ensuring compliance in the payment ecosystem while leading governance processes. The ideal candidate has a strong technical understanding of payments infrastructure and excellent stakeholder management skills. This position offers a hybrid working model and competitive benefits including a generous holiday allowance and performance-related bonuses.

Benefits

Private Medical Insurance

Performance related annual bonus

Generous holiday allowance

Colleague Clubcard discount

Qualifications

• Strong technical understanding of payments infrastructure.
• Proven ability to lead governance processes.
• Skilled in stakeholder and supplier management.

Responsibilities

• Drive improvements across the payments lifecycle.
• Monitor and report on key payment metrics.
• Lead periodic product reviews.

Skills

Technical understanding of payments infrastructure

Leadership in governance processes

Stakeholder management

Business analysis

Analytical mindset

Tools

Jira

Agile methodologies

Job description

Tesco Insurance • Edinburgh - 2 South Gyle Crescent, Edinburgh, EH12 9FQ, United Kingdom • Permanent • Apply by 03-Dec-2025

About the role

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 3rd December 2025.

The Role

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.

What you'll be doing

• 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.

What we're looking for

Essential

• 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.

Desirable

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

What's in it for you

• 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.
• Enjoy a 10% discount that increases to 15% every payday through our Colleague Clubcard (you’ll also receive a second card to share).
• Benefit from our family‑oriented initiatives, including enhanced maternity leave pay, a shared parental leave policy, and an 8‑week paid paternity leave.

A place to get on

• 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‑you‑Earn share schemes.

How to apply

We value our people and diversity. If you’re interested in finding out more about a career at Tesco Insurance and Money Services, click “Apply” to find out more!