Product and Customer Outcome Manager

Tesco; City of Edinburgh; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK retailer is seeking a Product and Customer Outcome Manager to innovate customer payment experiences and ensure compliance within their payment ecosystem. This role involves driving improvements in the payments lifecycle, monitoring key metrics, and supporting product change deliveries. The ideal candidate should possess strong technical knowledge of payment infrastructure and effective stakeholder management skills. This position offers a competitive salary and a hybrid work model.

Benefits

Pension scheme

Private medical insurance

Virtual GP service

Performance-related annual bonus

Generous holiday allowance

Colleague discounts

Enhanced maternity leave

Qualifications

• 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.

Responsibilities

• Drive improvements across the payments lifecycle.
• Monitor and report on key payment metrics.
• Lead product reviews and customer outcome assessments.

Skills

Technical understanding of payments infrastructure

Ability to lead governance processes

Stakeholder management

Experience in business analysis

Analytical mindset

Tools

Jira

Job description

Product and Customer Outcome Manager

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

Salary: £43,680+
Work Level: 2
Location: Edinburgh, Permanent, blended working.
Office Attendance: Hybrid, 2-3 days per week in IMS office, occasional travel.
Closing Date: 3rd December 2025.

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 pivotal role focuses on driving product innovation, ensuring great customer outcomes, and maintaining compliance across our payment ecosystem.

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 (FCA Consumer Credit rules, PCI DSS, SCA, scheme mandates).
• Provide KPI inputs for planning, forecasting, and budgeting.
• Oversee resolution of incidents impacting customer payments.
• Contribute to long‑term payments strategy covering 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, focusing on customer‑centric outcomes.
• Experience 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).

Benefits

• Join a team where 91% of colleagues think it’s a great place to work.
• Pension scheme and private medical insurance.
• Virtual GP service 365 days a year.
• Performance‑related annual bonus.
• Generous holiday allowance (minimum 7.2 weeks, option to buy more).
• Colleague Clubcard discounts – 10%, increasing to 15% every payday.
• Enhanced maternity leave pay, shared parental leave policy, and 8‑week paid paternity leave.

Company culture and values

We serve our customers, communities, and planet a little better every day. We promote a diverse and inclusive workplace where everyone is welcome.