Signature Concierge - 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 Coordinator 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…