Member Experience Training & Quality Lead

Neko Health AB; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Neko Health AB is seeking a Member Experience Training & Quality Coordinator to drive the on-ground standard of member experience across clinics and centralised teams. You will deliver training, run quality audits, and coach teams to land CARE principles in practice.

You will coordinate sessions, audits, materials, and joining details, while supporting rollout as new clinics come online. A mix of hands-on delivery and coaching spans multiple sites and markets.

Qualifications

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience.
• Confident facilitator capable of leading a room of clinicians and operators.
• Experience running quality assurance or experience audits with actionable feedback.
• Attention to service detail drawn from hospitality thinking.
• Organised and able to manage calendars across multiple sites.
• Excellent written and verbal communication with influencing credibility.
• Willingness to travel regularly between clinic sites across markets.
• Experience scaling a multi-site clinic/hospitality rollout.
• Experience with digital learning tools, LMS, and AI-enabled training.
• Proficient with Word, PowerPoint, Excel and Outlook to build training materials.

Responsibilities

• Stage 1 and Stage 2 member experience training delivered consistently to every new clinic cohort in your market.
• Regular quality assurance rhythm with audits scored against CARE and the Manifesto.
• Audit insights turned into action with concrete experience improvements.
• Support team training built out to match clinic standards.
• Ongoing learning ecosystem with monthly AI role play and quiz.
• End-to-end training and audit calendar with sessions scheduled around rotas.

Skills

Training delivery

Facilitation

Hospitality experience

Quality assurance

LMS

AI-enabled training

Multisite coordination

Clear communication

Education

3+ years L&D / training delivery

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Microsoft Outlook

Job description

Neko Health AB is seeking a Member Experience Training & Quality Coordinator to drive the on-ground standard of member experience across clinics and centralised teams. You will deliver training, run quality audits, and coach teams to land CARE principles in practice.

You will coordinate sessions, audits, materials, and joining details, while supporting rollout as new clinics come online. A mix of hands-on delivery and coaching spans multiple sites and markets.