Pierre Pham is the Chief Experience Officer at NYC Health + Hospitals/Elmhurst, where he brings a hospitality-driven approach to advancing person- and family-centered care, grounded in service excellence and human connection. In his role, Pierre provides strategic vision and operational leadership to enhance the patient, family, and staff experience across all touchpoints. He collaborates across clinical and non-clinical departments to align performance expectations, foster a culture of empathy and accountability, and embed the principles of hospitality into the everyday behaviors that define Elmhurst’s care environment. Pierre oversees a broad portfolio of departments essential to delivering a seamless and compassionate experience, including Patient & Guest Services, Patient Relations, Spiritual Care, Food & Nutrition, Art, Philanthropy, Brand Design, and Volunteer Services. He is responsible for the strategy, design, implementation, and evaluation of experience programs that build organizational capability, support continuous learning, and elevate service delivery throughout the hospital. A native of Brussels, Belgium, Pierre spent nearly two decades in international hospitality leadership before transitioning to healthcare. His early career included roles at luxury hotels across Europe, eventually leading to senior leadership positions at Starwood Hotels & Resorts Worldwide at their corporate headquarters in New York and Connecticut. There, he became a Six Sigma Black Belt and led the Global Brand Assurance team. Pierre holds a Diploma in Hospitality Management from EHL Hospitality Business School in Lausanne, Switzerland, and earned his MBA from Solvay Business School in Brussels. He also completed an Executive Education Certificate in Leading Change and Organizational Renewal at the Stanford Graduate School of Business. Blending hospitality expertise with a deep commitment to human-centered care, Pierre is passionate about creating environments where patients, families, and staff feel genuinely seen, heard, and cared for.