Product & Customer Outcome Manager (Consumer Credit)

Tesco Insurance; City of Edinburgh; Hybrid; GBP 43,000 - 66,000; Full time

Job summary

A leading insurance company in Edinburgh seeks a Product and Customer Outcome Manager to oversee product strategy and customer outcomes in consumer credit. Ideal candidates will have at least 3 years in a similar role and strong attention to detail. The position offers a hybrid working model, a competitive salary, and comprehensive benefits including a pension scheme and private medical insurance.

Benefits

Generous holiday allowance

Performance-related annual bonus

Colleague pension scheme

Private Medical Insurance

10% discount at Colleague Clubcard

Qualifications

• Minimum 3 years’ experience in a similar role, ideally within consumer credit or consumer lending.

Responsibilities

• Shaping product strategy and monitoring customer outcomes.
• Interpreting and managing customer outcome metrics.
• Overseeing key customer metrics and delivering enhancements.
• Managing day-to-day contact with suppliers and SMEs.

Skills

Proactive

Attention to detail

Problem-solving

Understanding customer needs

Job description

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

Salary – from £43,680 up to £65,520 + annual bonus & benefits

Work Level - 2

Location – Edinburgh

Office Attendance - Our roles are hybrid; however, you should be able to travel to an office, 2 days per week for this position.

Closing Date – Applications close Friday 24th October 2025.

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. 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.

We’re looking for a Product and Customer Outcome Manager (Consumer Credit) to join our Insurance Money and Services team.

This position sits within our product team and is focused on ensuring that we deliver good outcomes for customers, particularly in the context of Consumer Credit (Premium Finance). The successful candidate will be responsible for shaping product strategy, monitoring customer outcomes, and ensuring regulatory alignment across Premium Finance for Car and Home Insurance.

The Role

• This role is a key position within the Motor and Home Insurance teams, directly supporting delivery against our long‑term strategy and regulatory obligations. It is essential for ensuring that our Premium Finance and debt management propositions are customer‑centric, commercially sound, and fully compliant with Consumer Duty requirements.
• The role will be responsible for interpreting and managing customer outcome metrics specific to Premium Finance and debt journeys, providing actionable insights and recommendations to improve product performance and customer experience. It will ensure that our financing options are fair, transparent, and accessible, and that any associated debt management processes are handled with care and in line with regulatory expectations.
• This role is critical to maintaining robust oversight of key customer metrics, identifying areas of risk, and delivering enhancements that support good customer outcomes. It will also play a pivotal role in embedding Consumer Duty principles into our financing and debt management practices, ensuring we meet FCA expectations and uphold our commitment to treating customers fairly.

What you’ll be doing

• Completion and assessment of fair value via Periodic Product reviews, analytical deep dive into issues, and identification of new opportunities to improve our services and products.
• Manage & maintain day‑to‑day contact with business‑critical suppliers and SMEs across the organisation, responding to and managing incidents, analysing performance and providing feedback on key SLAs/KPIs. Chair local forums and partner meetings to drive collaboration and take responsibility for adherence to governance frameworks.
• Define, deliver, and adapt insurance products to meet customer and business needs. Lead on cross‑functional discovery sessions to assist in ideation, understand customer needs, leverage market research and horizon scanning to stay competitive.
• Conduct research to understand customer segmentations, trends, and expectations, informing product development and customer communications strategies.
• The individual will lead the development and governance of Premium Finance and debt management solutions across both Motor and Home Insurance, collaborating with cross‑functional teams including Finance, Risk, Legal, and Customer Operations. They will drive improvements in customer journeys, communications, and documentation, ensuring that customers are supported throughout their financial interactions with us.

We need you to have

• Minimum 3 years’ experience in a similar role, ideally within consumer credit or consumer lending.

A background that may include:

• Risk or lending product roles
• Experience in bank lending environments
• Time spent at firms such as Premium Credit, Close Brothers, or similar organisations

In addition to relevant experience, the ideal candidate will

• Be proactive and comfortable working independently
• Have a strong attention to detail
• Be able to identify challenges and confidently drive forward solutions
• Demonstrate a clear understanding of customer needs, regulatory expectations, and commercial product delivery in the consumer credit

We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.

What’s in it for you

• Prepare for your retirement with our colleague pension scheme.
• Private Medical Insurance (WL2+) 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.
• 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.

Interviews

Interviews are expected to be shortly after closing date.

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 centers 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!