Member Experience Training & Quality 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

• Deliver Member Experience Stage 1 and Stage 2 training consistently to every new clinic cohort in the market


• Facilitate training that shifts mindset and embeds the member experience standard


• Run experience 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 clinic and support leads


• Build out and deliver support team training alongside clinic training


• Run the ongoing learning ecosystem, including monthly AI role play and quizzes


• Track learning completion and share it with Clinic Leads as a coaching tool


• Own the training and audit calendar end to end


• Schedule sessions around clinic rotas and cohort timing


• Arrange facilitators, rooms, materials and joining details


• Plan audits on a set cadence to ensure every site and team is covered


• Report to the Hospitality Programme Lead


• Support wider rollout projects and launch activity as new clinics and teams come online

Requirements

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience, ideally in a high-touch service, hospitality, or premium retail environment


• Confident facilitator, comfortable leading clinicians and operators and maintaining attention and energy across a full-day session


• Hands-on experience running quality assurance or experience audits, mystery shopping, or service standard 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


• Organised and self-directed, able to manage a training and audit calendar across multiple sites and cohorts


• Excellent written and verbal communication


• Credibility to influence teams and leads who do not report to you


• Willingness to travel regularly between clinic sites and occasionally between markets


• Experience supporting a multi-site clinic, hospitality, or retail rollout as it scales


• Experience with digital learning tools, an LMS, or AI-enabled training and assessment


• Confidence with Microsoft Word, PowerPoint, Excel and Outlook


• Legal right to work in the country where the role is based; sponsorship requirements must be disclosed

Core Competencies

Demonstrates expertise in training delivery and learning development, with a focus on enhancing member experience through effective facilitation and quality assurance. Proficient in managing training and audit calendars across multiple sites while utilizing digital learning tools and maintaining strong communication.

Highest-signal resume keywords

• Training Delivery


• Experience Audits


• Digital Learning Tools


• Excellent Communication


• Organizational Skills

Hard Skills

• Training Delivery


• Experience Audits


• Quality Assurance


• Service Standard Reviews


• Feedback Provision


• Service Design


• Multi-Site Management


• Digital Learning Tools


• LMS


• AI-Enabled Training

Soft Skills

• Confident Facilitator


• Influencing Skills


• Self-Directed


• Attention to Detail


• Energy Management

Industry Keywords

• Member Experience


• Hospitality


• Customer Experience


• High-Touch Service


• Premium Retail

Tools & Technologies

• Microsoft Word


• Microsoft PowerPoint


• Microsoft Excel


• Microsoft Outlook