Member Experience Training & Quality Specialist - UK

Job description

### **Mission** Neko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives. **Role Purpose** The Member Experience Training & Quality Specialist makes the Neko member experience standard real on the ground. You deliver our member experience training to teams across the business, primarily clinic teams and centralised support teams, and you run the quality assurance activity that tells us whether the standard is actually landing in practice. This is a delivery role at the heart of a live culture change programme. You will facilitate training that shifts mindset, not just process, run experience audits against CARE and the Member First Manifesto, and turn what you see into coaching and improvement. As markets scale, you keep the standard consistent across every site and cohort, and rising over time. You own the coordination and logistics that keep training and quality assurance running: scheduling sessions and audits, and organising the people, spaces and materials each one needs. You report to the Hospitality Programme Lead and support the wider rollout, so you will also play a hands-on part in projects and launch activity as new clinics and teams come online. **What You’ll Deliver in the First 6–12 Months** - Stage 1 and Stage 2 member experience training delivered consistently to every new clinic cohort in your market, with 30-day reviews showing the mindset shift is landing, not just attendance being logged. *(Member First, always)* - A regular quality assurance rhythm is live: experience audits across clinic and support teams, scored consistently against CARE and the Member First Manifesto, with clear findings shared back to the teams and their leads. *(Impact, not activity)* - Audit insight turned into action: recurring friction points named early and at least two concrete experience improvements implemented with clinic and support leads. *(Optimistic truth-seeking)* - Support team training built out and delivered alongside clinic training, so centralised member support holds the same standard as the clinic floor. *(Chase 10X, not 10%)* - The ongoing learning ecosystem running smoothly, including the monthly AI role play and quiz, with completion tracked and shared with Clinic Leads as a coaching tool, not a performance measure. *(Tech-enabled, human-centred)* - A training and audit calendar owned end to end: sessions scheduled around clinic rotas and cohort timing, facilitators, rooms, materials and joining details arranged, and audits planned on a set cadence so every site and team is covered without gaps. *(Impact, not activity)* **Minimum Requirements** - 3+ years in training delivery, learning and development, hospitality, or member and customer experience, ideally in a high-touch service, hospitality, or premium retail environment. - A confident facilitator, comfortable leading a room of clinicians and operators and holding attention and energy across a full-day session. - Hands-on experience running quality assurance or experience audits, mystery shopping, or service standard reviews, with the ability to score consistently and give feedback that changes behaviour. - A sharp eye for service detail and what separates a good experience from an exceptional one, drawn from service design and hospitality thinking rather than process alone. - Organised and self-directed, able to run a training and audit calendar across multiple sites and cohorts without dropping the standard. - Excellent written and verbal communication, and the credibility to influence teams and leads who do not report to you. - Willingness to travel regularly between clinic sites, and occasionally between markets. - Experience supporting a multi-site clinic, hospitality, or retail rollout as it scales. - Experience with digital learning tools, an LMS, or AI-enabled training and assessment. - Confident with everyday workplace tools, including Microsoft Word, PowerPoint, Excel and Outlook, to build training materials, track audits and report findings. **Hiring Process** Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team. **Equal Opportunity & Inclusion Statement** Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.