Chief Experience Officer
Northwell Health (formerly North Shore-LIJ) is a network of 61,000 healers and innovators committed to changing health care for the better.
Sven Gierlinger is passionate about building an emotionally engaging, innovative, and collaborative culture that drives organizational growth and consumer loyalty through customer satisfaction. He has more than 20 years experience in the hospitality and service industry. As Chief Experience Officer for Northwell Health, Sven is responsible for creating a superior and consistent service experience for patients, visitors and employees. Prior to his current position he was Vice President of Hospitality and Service Culture at Henry Ford Health System in Detroit, Michigan. In that role he established a culture of service excellence through development and implementation of standards, system-wide rounding, and training programs for all employees ranging from first impressions to leader coaching. He was a driving force in creating excellence and consistency in the patient experience. Prior to his corporate responsibilities at Henry Ford he played a critical role in the start-up and success of Henry Ford West Bloomfield Hospital where for nearly 3 years he lead the areas of non-clinical operations, retail, wellness, and service culture. Since its opening Henry Ford West Bloomfield Hospital has been in the top 10% in patient satisfaction compared to all hospitals nationwide. During his career in the hospitality industry, he had the privilege to work for 8 years in various leadership roles and destinations for the acclaimed Ritz-Carlton Hotel Company and opened six hotels in nine years in four countries, including properties in the United States, Germany, Japan and Indonesia. His responsibilities during the openings included staff training, execution and implementation of service standards, and leading teams of trainers. Gierlinger holds a bachelor’s degree in hospitality management from the Bavaria Hotel Management School in Altoetting, Germany.