General information

Job Title
Product and Customer Outcome Manager
Ref #
9279
Location
Edinburgh - 2 South Gyle Crescent, Edinburgh, EH12 9FQ
Department
IMS - Motor
Business Area
Product
Working time
Full-Time
Date Published
05-06-2025

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 20th June

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 to join our Insurance Money and Services team.


The role is considered as a key position and critical to delivering against our long-term Motor strategy. 

The Product & Customer Outcome Manager will play a crucial role in driving improvement and innovation across our product proposition. This includes identifying and implementing opportunities to better align with the diverse needs of our customers through a uniquely Tesco offering.

This role will support the product roadmap by leading the implementation of initiatives such as differentiated products, electric vehicles, multi-car, and connected car propositions. The ultimate aim is to grow our direct business and enhance customer and business metrics.

The role will also be responsible for ensuring Motor Insurance compliance with Consumer Duty requirements, reporting on key customer metrics, overseeing risk governance, and driving incremental improvements to our existing products. It will involve close collaboration with cross-functional teams to ensure alignment with business objectives and customer needs, while maintaining compliance with UK regulatory standards.


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

We need you to have

  • Commercial acumen & knowledge of the General Insurance Market (Preferably Motor Insurance) – understanding the business environment and objectives to develop solutions without supervision & confidence with making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
  • Experience in Trade and Performance management & Annual Planning Process preferably within General Insurance Products
  • Experience working with data to drive insight led decision making including market research and analysis.
  • Understanding of Risk and Controls management within a regulated industry and demonstrate ability to deliver customer centric solutions
  • And if you have any of these, even better
  • General insurance market experience (preferred)
  • 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 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!
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