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About the Role
The Member Experience Training & Quality Coordinator delivers member experience training and quality assurance activities to ensure consistent standards across clinic and support teams. This role is central to a culture change program, focusing on mindset shifts and continuous improvement in member experience.
Responsibilities
- Deliver member experience training to clinic and centralized support teams.
- Conduct quality assurance activities and experience audits against CARE and the Member First Manifesto.
- Analyze audit findings and translate them into coaching and improvement initiatives.
- Ensure consistent member experience standards across all sites and cohorts as markets scale.
- Coordinate and manage the logistics for training sessions and quality assurance activities, including scheduling and resource organization.
- Support wider rollout activities, projects, and launch efforts for new clinics and teams.
- Deliver Stage 1 and Stage 2 member experience training to new clinic cohorts.
- Establish and maintain a regular quality assurance rhythm with consistent scoring and feedback sharing.
- Implement at least two concrete experience improvements based on audit insights.
- Develop and deliver support team training to match clinic standards.
- Ensure the ongoing learning ecosystem runs smoothly, including AI role play and quizzes.
- Manage an end-to-end training and audit calendar, coordinating all necessary elements.
Requirements
- 3+ years in training delivery, learning and development, hospitality, or member and customer experience.
- Experience in a high-touch service, hospitality, or premium retail environment is ideal.
- Must be a confident facilitator, comfortable leading groups of clinicians and operators.
- Proven experience running quality assurance or experience audits, mystery shopping, or service standard reviews.
- Ability to score consistently and provide feedback that drives behavioral change.
- Possess a keen eye for service detail and understanding of exceptional experiences.
- Must be organized and self-directed, capable of managing a multi-site and multi-cohort training and audit calendar.
- Excellent written and verbal communication skills.
- Ability to influence teams and leads who do not report directly.
- Willingness to travel regularly between clinic sites and occasionally between markets.
- Experience supporting multi-site clinic, hospitality, or retail rollouts during scaling.
- Experience with digital learning tools, an LMS, or AI-enabled training and assessment.
- Proficient with everyday workplace tools including Microsoft Word, PowerPoint, Excel, and Outlook.
Skills
- Training delivery
- Learning and development
- Hospitality
- Member experience
- Customer experience
- Quality assurance
- Experience audits
- Facilitation
- Coaching
- Service design
- Organizational skills
- Communication skills
- Influencing skills
- Digital learning tools
- LMS
- AI-enabled training
- Microsoft Office Suite
Location
- Multiple clinic sites
- Multiple markets
Work Type
- Full-time
- Travel required
Experience Level
- 3+ years experience
About the Company
- Neko is redefining preventative care by making data-driven, preventative health accessible.
- Our technology and clinical care provide personalized, actionable insights in a single, non-invasive visit.
- We aim to build a world where prevention is the norm and help people live longer, healthier lives.
Equal Opportunity
- Neko Health is committed to inclusive hiring and member-first care.
- We welcome candidates from all backgrounds.
- Encourage candidates to request reasonable adjustments to support their application.