Member Experience Training & Quality Coordinator - US

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.

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)