Member Experience Training & Quality Coordinator (Healthcare)

Location: London, United Kingdom; hybrid work with regular travel between clinic sites and occasional travel between markets

Company

hirify.global provides data-driven, preventative healthcare through non-invasive diagnostic technology and direct clinical care.

What you will do

• Deliver member experience training to clinic teams and centralised support teams across new cohorts.
• Facilitate sessions that build member-first service mindsets and consistent experience standards.
• Run experience audits against CARE and the Member First Manifesto, score results consistently, and share findings with teams and leads.
• Turn recurring service friction points into coaching actions and concrete experience improvements.
• Coordinate training and audit calendars, including schedules, facilitators, rooms, materials, joining details, and clinic rotas.
• Support rollout projects and launch activity as new clinics and teams come online, including monthly AI role plays and quizzes.

Requirements

• 3+ years of experience in training delivery, learning and development, hospitality, or member and customer experience.
• Confidence facilitating full-day sessions for clinicians and operational teams.
• Hands-on experience with quality assurance, experience audits, mystery shopping, or service standard reviews.
• Strong service-design perspective, attention to detail, organisation, self-direction, and written and verbal communication skills.
• Experience supporting a multi-site clinic, hospitality, or retail rollout.
• Experience with digital learning tools, an LMS, AI-enabled training and assessment, and Microsoft Word, PowerPoint, Excel, and Outlook.

Culture & Benefits

• Work in a live culture-change programme focused on member-first preventative care.
• Use training and audit insights as coaching tools rather than attendance or performance measures.
• Contribute to a 10x-oriented environment focused on measurable improvements to member experience.
• Request reasonable adjustments during the inclusive hiring process.

Hiring process

• Application and structured screening.
• Thoughtfully designed interviews.
• Formal offer followed by final pre-employment checks.