Member Experience Training & Quality Coordinator

Neko Health AB; New York (NY); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor in New York is seeking an experienced Training Delivery Lead to orchestrate member experience training across clinic and centralized support teams. You will drive mindset shifts and standardize service across multi-site rollout, while coordinating audits, coaching actions, and learning ecosystems.

The role emphasizes facilitator excellence, quality assurance, and cross-site collaboration, with travel between clinic sites as needed. Must have LMS and MS Office proficiency.

Qualifications

• 3+ years in training delivery, learning and development, hospitality, or member and customer experience.
• Confident facilitator, comfortable leading clinicians and operators through full-day sessions.
• Hands-on experience running quality assurance or experience audits, mystery shopping, or service standard reviews.
• Ability to score consistently and provide behavior-changing feedback.
• Strong service-detail awareness informed by service design and hospitality thinking.
• Organized and self-directed across multiple sites and cohorts.
• Excellent written and verbal communication.
• Ability to influence teams who do not report to you.

Responsibilities

• Deliver member experience training to clinic teams and centralized support teams.
• Facilitate training that shifts mindset and process.
• Run experience audits against CARE and the Member First Manifesto.
• Convert audit findings into coaching and improvement actions.
• Maintain consistent member experience standards across sites and cohorts as markets scale.
• Coordinate training and quality assurance logistics, including scheduling sessions and audits.
• Organize facilitators, rooms, materials, and joining details.
• Report to the Hospitality Programme Lead.
• Support rollout projects and launch activities for new clinics and teams.
• Deliver Stage 1 and Stage 2 training to new clinic cohorts.
• Conduct 30-day reviews to assess whether the mindset shift is landing.
• Establish a recurring quality assurance rhythm across clinic and support teams.
• Share audit findings with teams and leads.
• Implement at least two experience improvements with clinic and support leads.
• Build and deliver support team training alongside clinic training.
• Run the ongoing learning ecosystem, including monthly AI role play and quiz.
• Track and share learning completion with Clinic Leads as a coaching tool.
• Own the end-to-end training and audit calendar across clinic rotas, cohorts, sites, and teams.

Skills

Training Delivery

Quality Assurance

Member Experience

Digital Learning Tools

Excellent Communication

Organized

Self-Directed

Influencing Skills

Travel Flexibility

Tools

LMS

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Microsoft Outlook

Job description

• Deliver member experience training to clinic teams and centralized support teams


• Facilitate training that shifts mindset and process


• Run experience audits against CARE and the Member First Manifesto


• Convert audit findings into coaching and improvement actions


• Maintain consistent member experience standards across sites and cohorts as markets scale


• Coordinate training and quality assurance logistics, including scheduling sessions and audits


• Organize facilitators, rooms, materials, and joining details


• Report to the Hospitality Programme Lead


• Support rollout projects and launch activities for new clinics and teams


• Deliver Stage 1 and Stage 2 training to new clinic cohorts


• Conduct 30-day reviews to assess whether the mindset shift is landing


• Establish a recurring quality assurance rhythm across clinic and support teams


• Share audit findings with teams and leads


• Implement at least two experience improvements with clinic and support leads


• Build and deliver support team training alongside clinic training


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


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


• Own the end-to-end training and audit calendar across clinic rotas, cohorts, sites, and teams

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 through full-day sessions


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


• Ability to score consistently and provide behavior-changing feedback


• Strong service-detail awareness informed by service design and hospitality thinking


• Organized and self-directed across multiple sites and cohorts


• Excellent written and verbal communication


• Ability 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


• Proficiency with Microsoft Word, PowerPoint, Excel, and Outlook


• Legal right to work in the country where the role is based


• Must address current or future work authorization sponsorship/support requirements

Core Competencies

Demonstrates expertise in training delivery and quality assurance within multi-site environments, focusing on member experience and service standards. Proficient in utilizing digital learning tools and facilitating impactful training sessions to drive mindset shifts and continuous improvement.

Highest-signal resume keywords

• Training Delivery


• Quality Assurance Audits


• Member Experience Improvement


• Digital Learning Tools


• Excellent Communication

Hard Skills

• Training Delivery


• Quality Assurance


• Experience Audits


• Service Standard Reviews


• Behavior-Changing Feedback

Soft Skills

• Confident Facilitator


• Organized


• Self-Directed


• Influencing Skills

Industry Keywords

• Member Experience


• Hospitality


• High-Touch Service


• Multi-Site Rollout


• Premium Retail

Tools & Technologies

• Digital Learning Tools


• Learning Management System (LMS)


• Microsoft Word


• Microsoft PowerPoint


• Microsoft Excel


• Microsoft Outlook