Sven Gierlinger

About Sven Gierlinger

As Chief Experience Officer for Northwell Health, one of the largest Integrated Delivery Networks in the country, Sven is driving culture transformation grounded in patient centeredness and empathy. As a previous luxury Hotel Executive, he brings a unique perspective to the patient experience dialogue. However, it was his personal patient experience spending three months in hospitals that motivates him to challenge the status quo in healthcare. Sven came to Northwell Health from the Henry Ford Health System in Detroit where he served as Vice President, Hospitality and Service Culture, responsible for creating a superior and consistent service experience for patients, visitors and employees. He worked closely with leadership to drive culture change around improving the customer experience in every encounter across the system. Prior to that, he was an Administrator, Hospitality Services, for Henry Ford West Bloomfield Hospital, responsible for all aspects of non-clinical operations, the Wellness & Integrative Health Center, retail shops and café, and the customer experience. Additionally, he was an integral part of the team, leading the efforts to achieve the acclaimed Malcom Baldridge National Quality Award.He began his career in the luxury hotel business, holding a series of leadership positions with the Ritz-Carlton Hotel Company. He played a key role in the openings of several Ritz-Carlton hotels in Germany, Japan, Indonesia and the U.S, responsible for executing and implementing Ritz-Carlton service standards, training staff, and leading teams of trainers.Honors and Awards: • 2023, 2024: Becker’s Hospital Review “Hospital and Healthcare System Chief Experience Officers To Know\" list• 2024: Beryl Institute Wendy Leebox Championing Excellence Award• 2024 Press Ganey\'s HX24 CXO of the Year• PX Advisory Board member at The Beryl Institute• Founding Council member of the Institute of InnovationHe received a bachelor’s degree in hospitality business administration from the Bavaria Hotel Management Academy, Altoetting, Germany.

Experience

1. Chief Experience Officer

   Northwell Health

   Apr 2014 — Present · New York, NY, US

   In his role as Chief Experience Officer, Sven focuses on building an engaging, innovative and collaborative culture that drives organizational growth and customer loyalty through the customer/patient experience, like the implementation of transformational food is health initiatives, and harnessing technology and AI to gain deeper insights into consumer interests and needs.

Skills

• Nonprofits
• Process Improvement
• Non-Profits
• Fundraising
• Team Building
• Customer Service
• Project Planning
• Leadership Development
• Organizational Development
• Customer Satisfaction
• Training
• Healthcare Management
• Event Planning
• Time Management
• Rooms Division
• Patient Satisfaction
• Strategic Planning
• Employee Relations
• Hospitals
• Human Resources
• Public Speaking
• Policy
• Leadership
• Hospitality
• Healthcare
• Hotels
• Budgets
• Community Outreach