Senior Product Manager - Conversational AI & Self-Service Support

As a Senior Product Manager for Conversational AI & Self-Service Support, you will join our dynamic Customer Support product team. You will lead the vision, strategy and execution of AI-driven customer support experiences, including conversational AI voice and chat bot platform and self-service journeys across the Group (UK, ROI, Central Europe). You will play a critical role in transforming how customers and colleagues interact with support channels by leveraging advanced AI technologies to deliver seamless, intelligent, and scalable support solutions.

You will own and evolve the conversational AI product ecosystem to support expanding chatbot capabilities across channels and driving adoption of self-service solutions. Working closely with cross-functional teams including Engineering, UX, Data, and Analytics, you will deliver measurable improvements in customer experience, operational efficiency and business outcomes.

• Proactively partner with the cross functional team and senior stakeholders to set the future direction of conversational AI and self-service support aligned to organisational goals and customer needs

• Follow agile product management practices, breakdown complex product requirements, maintain a prioritised product backlog, run key ceremonies to enable the development teams to deliver valuable product increments with optimal risk and effort.

• Lead product discovery and experimentation, defining MVPs, validate hypotheses, and scale successful features
• Lead development and optimisation of the bot platform, leveraging AI technologies to enhance automation, accuracy, and user experience
• Drive expansion of conversational AI across multiple customer and colleague touchpoints and channels, ensuring a consistent and seamless support experience
• Be accountable for product performance, adoption, and OKRs, using data to continuously improve outcomes
• Collaborate with UX, Engineering, Data Science, and Analytics teams to design, build, and iterate on AI-driven support solutions
• Manage and influence stakeholders across business and technical teams, aligning priorities and navigating dependencies

• Demonstrate the features of the product to different audiences in the wider and immediate Tesco teams, building awareness of the product and its capabilities.

• Proven track record as a Senior Product Manager towards delivering high impact, scalable digital, AI, or customer support products.

• Product Management experience in a modern software product development context, using agile practices, in collaboration with colleagues from UX, Engineering, analytics and other disciplines.

• Strong experience in conversational AI, chatbots, voicebots with a focus on improving user journeys and experiences.
• Expertise in product management practices and tools for roadmap planning, backlog management, prioritisation, and agile delivery.
• Deep understanding of data-driven product development, including experimentation and A/B testing.
• Excellent stakeholder management, communication, and leadership skills.

• Understanding of how large technology systems interact and how to monitor product health (e.g. uptime, performance metrics)

Nice to have

• Experience scaling AI-driven products in large, complex organisations.
• Knowledge of LLMs, agentic AI, or conversational design principles.
• Experience of the technology in customer support or omnichannel service environments.
• Experience with API-based platforms and integrations across multiple systems.

You might know us as a supermarket, technology company or even for our award-winning mobile network. Truth is, we’re all of those things, and much more. Our colleagues work with one goal in mind, helping to make every day a little better for our customers, colleagues and communities all over the world. No two customers are the same, neither are our colleagues. At Tesco, we champion a balance that lets you thrive both in and out of work. Spend 60% of your week collaborating with colleagues at our office locations or local sites and the rest remotely. Whether you're just kicking off your career, juggling passions, or navigating big life events, we're here to support you. We always welcome a conversation about flexible working, so talk to us throughout your application about how we can support. We're proud to be an accredited Disability Confident Leader, where everyone’s welcome. That’s why we commit to providing a fully inclusive and accessible recruitment process. If you need support with your application, click here for more information. And if you're interested in joining our team but don't tick every box, don't let that hold you back from applying.