Product and Customer Outcomes Manager

About the role

Tesco Travel Insurance is hiring 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.

Salary – up to £65,520 (DOE) + annual bonus and benefits

Work Level – 2

Location – Glasgow or Edinburgh, blended working. Permanent.

Office Attendance – hybrid; 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.

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‑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.

What 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 retirement with our colleague pension scheme.
• Private Medical Insurance and virtual GP Service for you and your family 365 days a year.
• Performance‑related annual bonus.
• Critical Illness Insurance.
• Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Colleague Clubcard – enjoy a 10% discount that increases to 15% every payday, plus a second card to share with someone else.
• Family‑oriented initiatives: enhanced maternity leave pay, shared parental leave policy, and generous 8‑week paid paternity leave.
• Ongoing learning opportunities and award‑winning training.
• Participation in Buy‑as‑you‑Earn and Save‑as‑your‑Earn share schemes.

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