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Neko Health is a preventative healthcare company using proprietary technology and 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 and support teams as the company grows.
You will deliver member experience training to clinic teams and centralized support functions, facilitating sessions that shift mindset and embed Neko's CARE values and Member First Manifesto. You'll run quality assurance audits across multiple sites, scoring consistency against established standards, and translate audit findings into actionable coaching and experience improvements with clinic and support leads.
Key responsibilities include: designing and delivering Stage 1 and Stage 2 training to every new clinic cohort with measurable 30-day reviews; establishing and maintaining a regular QA audit rhythm across clinics and support teams; identifying recurring friction points and driving at least two concrete experience improvements per cycle; building out support team training to match clinic-floor standards; managing the ongoing learning ecosystem (monthly AI role play, quizzes, completion tracking); and owning the full training and audit calendar across multiple sites, coordinating facilitators, spaces, materials, and scheduling around clinic rotas.
You report to the Hospitality Programme Lead and support broader clinic launches and rollout projects. The role requires hands-on coordination and logistics, travel between clinic sites, and occasional travel between markets. You'll work with teams who don't report to you, so credibility and influence are essential.
Minimum qualifications: 3+ years in training delivery, L&D, hospitality, or member/customer experience (preferably high-touch service, hospitality, or premium retail); confident facilitation skills; hands-on QA/audit/mystery shopping experience with ability to score consistently and give behavior-changing feedback; sharp eye for service detail; strong organizational and self-direction; excellent written and verbal communication; willingness to travel regularly; experience supporting multi-site clinic, hospitality, or retail rollouts; familiarity with digital learning tools or LMS; proficiency with Microsoft Office (Word, PowerPoint, Excel, Outlook).
