Member Experience Training & QA Coordinator

Jobtailor; Greater London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

Jobtailor is seeking a senior Training Delivery professional to orchestrate multi-site member experience programs in the UK. You will deliver Stage 1 and Stage 2 training, facilitate mindset shifts, and run experience audits across clinics and support teams, reporting to the Hospitality Programme Lead.

You will also drive improvements with leads and coordinate LMS-driven initiatives. Travel between clinic sites and markets is expected as part of ongoing rollout and scaling efforts, with

Qualifications

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience.
• Confident facilitator, able to lead clinicians/operators and sustain energy across full-day sessions.
• Hands-on experience with quality assurance or audits, mystery shopping, or service reviews.
• Ability to score consistently and provide behaviour-changing feedback.
• Sharp eye for service detail and exceptional experiences, informed by service design and hospitality thinking.

Responsibilities

• Deliver Member Experience Stage 1 and Stage 2 training to new clinic cohorts.
• Facilitate training that shifts mindset and embeds the member experience standard.
• Run audits across clinic and support teams against CARE and the Member First Manifesto.
• Share audit findings with teams and their leads.
• Turn recurring friction points into concrete experience improvements with leads.

Skills

Training Delivery

Experience Audits

Digital Learning Tools

Excellent Communication

Organizational Skills

Self-Directed

Energy Management

Tools

LMS

AI-Enabled Training

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Microsoft Outlook

Job description

Jobtailor is seeking a senior Training Delivery professional to orchestrate multi-site member experience programs in the UK. You will deliver Stage 1 and Stage 2 training, facilitate mindset shifts, and run experience audits across clinics and support teams, reporting to the Hospitality Programme Lead.

You will also drive improvements with leads and coordinate LMS-driven initiatives. Travel between clinic sites and markets is expected as part of ongoing rollout and scaling efforts, with