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Neko Health is a preventative healthcare company that combines proprietary technology with clinical care to deliver personalized health insights in a single, non-invasive visit. The Member Experience Training & Quality Coordinator role is central to scaling Neko's member experience standard across clinic teams and support functions.
You will deliver member experience training to clinic teams and centralized support teams, facilitating sessions that shift mindset and embed the Member First Manifesto and CARE standards. You'll run quality assurance audits across multiple sites, scoring consistency against established standards, and translate audit findings into concrete coaching and improvement initiatives.
Key responsibilities include: designing and delivering Stage 1 and Stage 2 training to new clinic cohorts with measurable 30-day reviews; establishing a regular quality assurance rhythm with consistent scoring and feedback; identifying recurring friction points and implementing experience improvements; extending training to support teams; managing the ongoing learning ecosystem including monthly AI role-play and quiz completion tracking; and owning the full training and audit calendar across multiple sites, coordinating scheduling, facilitators, materials, and logistics.
You'll report to the Hospitality Programme Lead and support clinic launches and new market rollouts. The role requires hands-on coordination and logistics management alongside strategic quality oversight. You'll travel regularly between clinic sites and occasionally between markets.
Required experience: 3+ years in training delivery, L&D, hospitality, or member/customer experience in high-touch service environments. You must be a confident facilitator comfortable leading clinicians and operators, with hands-on QA or mystery shopping experience. You need strong service design thinking, organizational skills, ability to influence without direct authority, and proficiency with digital learning tools and standard workplace software (Word, PowerPoint, Excel, Outlook).
