Member Experience Training & Quality Lead

Neko; London; On-site; NOK 559,000 - 792,000; Full time

Job summary

Neko Health is seeking a Member Experience Training & Quality Coordinator to elevate our clinic and support teams’ standards. You will design and deliver member experience training, run quality audits, and turn findings into coaching that lifts performance across sites.

Reporting to the Hospitality Programme Lead, you’ll manage scheduling, logistics, and cross-site coordination, while maintaining a consistent experience as clinics scale. Travel between clinics and markets will be regular.

Qualifications

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience.
• Excellent facilitation skills for full-day sessions with clinicians and operators.
• Hands-on experience with quality assurance, audits, or mystery shopping with actionable feedback.
• Sharp eye for service detail and excellence in experience design.
• Organised and able to run schedules across multiple sites and cohorts.
• Strong written and verbal communication with ability to influence non-reporting leads.

Responsibilities

• Deliver stage 1 and stage 2 member experience training to new clinic cohorts with 30-day reviews.
• Maintain a regular quality assurance rhythm across clinic and support teams.
• Turn audit findings into concrete experience improvements with leads.
• Develop and deliver training for centralised member support to match clinic standards.
• Maintain a monthly AI role play and quiz learning ecosystem as a coaching tool.
• Own the end-to-end training and audit calendar across sites and cohorts.

Skills

Facilitation

Training delivery

Quality assurance

Experience audits

Stakeholder communication

Travel readiness

Tools

LMS

AI-enabled training

Microsoft Word

PowerPoint

Excel

Outlook

Job description

Neko Health is seeking a Member Experience Training & Quality Coordinator to elevate our clinic and support teams’ standards. You will design and deliver member experience training, run quality audits, and turn findings into coaching that lifts performance across sites.

Reporting to the Hospitality Programme Lead, you’ll manage scheduling, logistics, and cross-site coordination, while maintaining a consistent experience as clinics scale. Travel between clinics and markets will be regular.