Product and Customer Outcome Manager

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

Job summary

A leading insurance service provider in Edinburgh seeks a Product & Outcomes Manager to lead payment innovations and drive customer outcomes. This hybrid-position requires strong understanding of payments infrastructure and governance processes. Reporting involves key payment metrics and compliance, while offering a supportive team environment. Join us to contribute meaningfully to our services and enjoy benefits such as hybrid working and generous holidays.

Benefits

Private Medical Insurance

Generous holiday allowance

Performance related bonus

Colleague Discount Card

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.
• Ensure compliance with FCA Consumer Credit rules.

Skills

Payments infrastructure understanding

Governance processes leadership

Stakeholder management

Business analysis

Analytical mindset

Tools

Agile methodologies

Jira

Job description

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.

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.

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.

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.

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.
• 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.

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 your Earn share schemes.

Everyone’s welcome We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Why Tesco Insurance and Money Services?

Seeing your impact all around you: there's no better feeling.

Lucky for us, we get to feel it all the time. Because whatever our role, we're helping our colleagues and serving our customers, communities and planet a little better every day.

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for.

Everything we do is about making things better. Not just for others, but for you too. It's why you'll get bags of choice and plenty of development. It's why you'll always be heard and find balance that works for you. It's why you'll feel totally at home in a place where everyone's welcome.

So, if you want a career where you can do good and feel good, you've found it.

Let's make everyday a little better.

Our story

Making Insurance and Money Services more rewarding and offering great value and choice - because we know little wins can make a big difference.

We began life in 1997 and now help more than 2 million customers protect what matters to them.

We want to deliver a helpful service in everything we do and to make life easier for our customers. Our policies are really easy to manage online for our customers, but we know that being able to speak to our customer service staff when you need to is really important. This is why our customer service centres are open seven days a week.

Delivering great customer service means having great people behind the scenes – people who understand our customers and are driven by doing the right thing for them. We offer colleagues a place where they can feel totally at home in a place where everyone's welcome, where they can be part of a great team focused on making a real difference for our customers.

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Insurance and Money Services looks like, click apply to find out more!