Member Experience Training & Quality Lead

Neko Health AB; Greater London; On-site; GBP 40,000 - 62,000; Full time

Job summary

Neko Health AB is seeking a Member Experience Training & Quality Specialist to standardize the member experience across clinics and centralised teams. You will deliver training, run audits, and coach teams to raise service levels in a fast-growing care network.

In this role you will coordinate sessions, scheduling, rooms and materials while ensuring consistency as markets scale. Travel between clinic sites is expected as part of the rollout and improvement work.

Qualifications

• 3+ years in training delivery, learning and development, hospitality, or member/customer experience.
• Strong facilitation skills with energy across long sessions.
• Experience running quality assurance or experience audits with consistent scoring.

Responsibilities

• Deliver member experience training consistently across new clinic cohorts with 30-day reviews.
• Establish a regular quality assurance rhythm with audits across clinic and support teams.
• Turn audit findings into concrete improvements with leads.
• Create and deliver training for centralised support to match clinic standards.
• Maintain the learning ecosystem including monthly AI role plays and quizzes.
• Own end-to-end training and audit calendar around clinic rotas and cohorts.

Skills

Training delivery

Quality assurance

Stakeholder management

Facilitation

Multi-site rollout

Tools

LMS

AI-enabled training

Job description

Neko Health AB is seeking a Member Experience Training & Quality Specialist to standardize the member experience across clinics and centralised teams. You will deliver training, run audits, and coach teams to raise service levels in a fast-growing care network.

In this role you will coordinate sessions, scheduling, rooms and materials while ensuring consistency as markets scale. Travel between clinic sites is expected as part of the rollout and improvement work.