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Member Experience Training & Quality Specialist - UK

Neko Health· Operations & Markets
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Hybrid (London)Full-timePosted 1mo ago

About the role

The Member Experience Training & Quality Specialist drives the on-the-ground realization of Neko’s member experience standards. You deliver member experience training to clinic and centralised teams, run quality assurance activities, and ensure consistency across sites and cohorts as markets scale. You own scheduling, logistics, and support for training and audits, reporting to the Hospitality Programme Lead and contributing to rollout and new clinic launches.

Responsibilities

  • Deliver Stage 1 and Stage 2 member experience training to every new clinic cohort with 30-day reviews to confirm mindset shift
  • Establish and maintain a regular quality assurance rhythm with experience audits scored against CARE and the Member First Manifesto
  • Turn audit insights into actionable improvements with clinic and support leads
  • Build and deliver training for support teams to maintain standard across centralised and clinic teams
  • Maintain and enhance the ongoing learning ecosystem (monthly AI role play and quiz) with tracking shared with Clinic Leads
  • Own end-to-end training and audit calendar, coordinating sessions, facilitators, rooms, materials, and joining details
  • Support rollout activities for new clinics and teams, including coordination for travel between sites and markets if needed
  • Coordinate logistics and coordination for audits and training sessions across multiple sites and cohorts

Qualifications

  • 3+ years in training delivery, learning and development, hospitality, or member/customer experience
  • Confident facilitator capable of engaging clinicians and operators in full-day sessions
  • Hands-on experience with quality assurance or experience audits and ability to provide actionable feedback
  • Attention to service detail and ability to distinguish between good and exceptional experiences
  • Organised and self-directed with ability to manage a training/audit calendar across sites
  • Excellent written and verbal communication with ability to influence non-reporting leads
  • Willingness to travel regularly between clinic sites and occasionally between markets
  • Experience supporting multi-site clinic/hospitality/retail rollout at scale
  • Experience with digital learning tools, LMS, or AI-enabled training and assessment
  • Proficiency with Microsoft Word, PowerPoint, Excel, and Outlook

Skills

Required:Training deliveryQuality assurance / experience auditsFacilitationOrganisational / calendar managementCommunication

Benefits

  • Not specified in the job description
Last updated Oct 23, 2026. Interested? Apply on the company site.
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