General information

Job Title
Product and Customer Outcomes Manager
Ref #
9517
Location
Edinburgh - 2 South Gyle Crescent, Edinburgh, EH12 9FQ, United Kingdom
Department
IMS - Pet and Travel
Business Area
Product
Working time
Full-Time
Date Published
31-03-2026

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

Salary – up to £65,520 (DOE) + annual bonus and benefits
Work Level – 2
Location – Glasgow or Edinburgh, blended working. Permanent.
Office Attendance - Our roles are hybrid; however, you should be able to travel to an office location at least 2 days per week for this position, including at least one day in Edinburgh.
Closing Date - Applications close 17th April 2026.

Tesco Travel Insurance is growing rapidly, and we’re looking for a Product & Customer Outcomes Manager to help shape the future of our product. This is a key role responsible for driving product innovation and ensuring consistently strong customer outcomes.

In this position, you’ll lead product development initiatives, customer experience improvements, and governance processes. You’ll work closely with cross functional teams to ensure alignment with business priorities, customer needs, and UK regulatory requirements.

As the Product & Customer Outcomes Manager, you’ll champion initiatives that enhance both commercial performance and customer outcomes across the Travel Insurance product. You’ll monitor core performance metrics, manage relationships with our underwriter, and ensure our products remain competitive, compliant, and customer focused.

What you’ll be doing
• Product Development & Innovation - Define, deliver, and adapt travel 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.
• Product Development & Review - Completion and assessment of fair value via Periodic Product reviews, deep dive into issues, and identification of new opportunities to improve our services and products.
• Market Analysis & Innovation - Conduct market horizon scanning to compare products against competitors and develop the innovation pipeline for Travel insurance products and services.
• Customer Communications – Ensuring that communications are technically correct and aligned to policy terms and conditions. Maintaining and improving the customer communication approach, including onboarding, in-live and renewals.
• Business Planning - Support the development of annual and longer-term business plans, forecasting performance against key performance indicators.
• Stakeholder & Supplier Management – Manage & maintain day-to-day contact with business-critical suppliers (including Underwriting) and SMEs across the organisation, responding to and managing incidents, analysing performance and providing feedback on key SLAs/KPIs.

We need you to have
• Strong technical understanding of insurance products and policy wording. Ideally in the Travel sector although not essential.
• Proven ability to lead governance processes and drive continuous improvement.
• Skilled in stakeholder and supplier management, with a focus on customer-centric outcomes.
• Analytical mindset with experience in market research, customer needs analysis, and performance reporting.
• A strong drive, attention to detail and ability to work without supervision.

And if you have any of these, even better
• Experience working within a product function with a Travel insurer
• 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.
• Critical Illness Insurance.
• 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
• 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.

Interviews
We know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need, as we’re committed to exploring part time and flexible working opportunities, at every level of the organisation.

Interviews are expected to be held from w/c 27th April 2026.

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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