Overview
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. You will lead product development initiatives, customer experience improvements, and governance processes, working closely with cross functional teams to align with business priorities, customer needs, and UK regulatory requirements. 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.
Details
* Salary – up to £65,520 (DOE) + annual bonus and benefits
* Work Level – 2
* Location – Glasgow or Edinburgh, blended working. Permanent.
* Office Attendance – Hybrid; travel to an office location at least 2 days per week, including at least one day in Edinburgh.
* Closing Date – Applications close 1 May 2026.
What you’ll be doing
* Product Development & Innovation – Define, deliver, and adapt travel insurance products to meet customer and business needs. Lead 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 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 – Ensure communications are technically correct and aligned to policy terms and conditions. Maintain and improve 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 day-to-day contact with business-critical suppliers (including Underwriting) and SMEs across the organisation, respond to incidents, analyse performance and provide feedback on SLAs/KPIs.
We need you to have
* Strong technical understanding of insurance products and policy wording. Ideally in the Travel sector, though 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.
* Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
* Colleague Clubcard with 10% discount, increasing to 15% every payday; second card provided to share with someone else.
* Family-oriented initiatives including enhanced maternity leave pay and shared parental leave, plus a generous 8-week paid paternity leave.
* Ongoing learning opportunities and award-winning training.
* Buy as you Earn and Save as your Earn share schemes.
Everyone’s welcome
We want all our colleagues to 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.
Interviews
We know the importance of balancing work with life’s other commitments. Please talk to us at interview about the flexibility you need for part-time and flexible working opportunities at every level of the organisation. Interviews are expected to be held shortly after the closing date.
Why Tesco Insurance and Money Services?
Seeing your impact all around you. We’re helping colleagues and serving customers, communities and the planet a little better every day. We deal in the personal – from pet insurance to home insurance to motor insurance and travel money. Everything we do is about making things better, with opportunities for development and a balanced life.
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