As the Hospitality Program Lead at Neko Health, you will define and scale the global hospitality experience across clinics and patient-facing teams, ensuring consistently exceptional, human-centred service. You will lead the development of service standards, training programs, and cultural initiatives that align with operational excellence and brand consistency while partnering with senior leaders and cross-functional teams.
What You'll Do
- Launch and embed a global hospitality program framework, including standards, SOPs, training, and measurement tools that improve patient experience metrics across clinics (Member-first, always).
- Establish a scalable training program for all patient-facing roles, ensuring consistent adoption of hospitality standards across regions (Tech-enabled, human-centred).
- Implement a structured service audit and performance tracking system, delivering transparent scorecards that drive measurable improvements in service quality (Hard truths, high hopes).
- Strengthen organisational engagement with hospitality culture by embedding service behaviours into hiring, onboarding, and performance processes (Chase 10X, not 10%).
- Enable regional leaders with adaptable tools, playbooks, and frameworks that maintain global brand consistency while respecting local cultural and regulatory needs.
What We're Looking For
- 4+ years’ experience in hospitality, customer experience, or service excellence program leadership roles.
- Proven track record developing and implementing hospitality standards, training programs, and performance measurement frameworks.
- Demonstrated ability to influence senior stakeholders and drive cultural change across complex organisations.
- Strong leadership, facilitation, communication, and presentation skills.
- Experience managing multi-region or distributed teams and driving alignment across diverse stakeholders.
- Ability to analyse service performance data and translate insights into actionable improvements.
- High attention to detail, organisation, accountability, and a proactive mindset.
Nice to Have
- Experience in healthcare, health-tech, or other regulated, service-intensive environments.
- Familiarity with change management frameworks and organisational development practices.
- Experience developing SOP frameworks that balance global consistency with regional flexibility.
- Experience building training programs using multiple methodologies (digital, in-person, toolkits, coaching).
- Comfort working in fast-scaling, mission-driven organisations.
Work Mode
Global role with flexibility to support multiple regions.
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.
