Member Experience Training & Quality Specialist - US
Hybrid (New York)$93.6k - $114.4k + equityFull-timePosted 1mo ago
About the role
Role focused on delivering member experience training across clinics and centralized teams, and leading quality assurance activities to ensure standards (CARE and Member First Manifesto) are lived in practice. The position supports a live culture change programme, coordinates training and audits, and drives improvements across multi-site clinics as the market scales.
Responsibilities
- Deliver stage-based member experience training to new clinic cohorts and conduct 30-day reviews to confirm mindset shift.
- Run regular quality assurance audits across clinic and support teams, scoring against CARE and the Member First Manifesto, and share findings with leads.
- Translate audit insights into actionable improvements with clinic and support leads.
- Build and deliver training for support teams to maintain standards across clinics.
- Maintain and evolve the learning ecosystem (monthly AI role plays and quizzes) with tracking shared with Clinic Leads as coaching tools.
- Own end-to-end training and audit calendar: scheduling sessions, coordinating facilitators, rooms, materials, and joining details; planning audits to ensure coverage across sites.
Qualifications
- 3+ years in training delivery, learning and development, hospitality, or member/customer experience (preferably in high-touch service, hospitality, or premium retail).
- Confident facilitator capable of leading sessions with clinicians and operators for full-day engagements.
- Hands-on experience with quality assurance or experience audits, mystery shopping, or service standard reviews with consistent scoring and behavior-changing feedback.
- Attention to service detail and ability to distinguish excellent experiences through service design and hospitality thinking.
- Organised and self-directed; able to manage training/audit calendars across multiple sites and cohorts.
- Excellent written and verbal communication; credible influencer with teams/leads who do not report to you.
- Willingness to travel regularly between clinic sites and occasionally between markets.
- Experience supporting multi-site clinic/hospitality/retail rollout as it scales.
- Experience with digital learning tools, LMS, or AI-enabled training and assessment.
- Proficiency with Microsoft Word, PowerPoint, Excel, and Outlook for building materials, tracking audits, and reporting.
Skills
Required:Training deliveryQuality assurance / auditsFacilitationCommunication
Benefits
- Equity (offers equity)
- Hybrid work arrangement
- Competitive compensation: $93.6K – $114.4K (USD) per year
Last updated Oct 23, 2026. Interested? Apply on the company site.
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