Jeremy Brill

Chief Experience Officer

Once, a colleague left her luggage in my rental car during a work travel trip. This is normally not a big deal, but we were travelling in different directions and she needed it for an important dinner that evening. I was already at the airport when we realized this—my plane departing in an hour, and nearly 2 hours to drive the suitcase back. After much deliberation, we decided to order an Uber for the suitcase to be brought back to my colleague, sans passenger. When the Uber driver arrived and I made the unusual request he said, “I can imagine how stressful this is to get this bag back to your colleague, while you might miss your plane. I just want to let you know that I will take care of it. Worry no more.” Three sentences put me completely at ease. I can’t thank him enough for helping solve our challenge but it was HOW he did it that made all the difference. We tipped him both on departure and arrival.

Weaving. I love to weave together an organization’s mission, vision, values, and Experience Intention into a tapestry so that everyone can see the big picture. That involves weaving together stories that enliven the transformation a health care system is undergoing and show each team member, provider, patient, and guest see their thread as a part of the whole.

“Rosalita” by Bruce Springsteen

“Creativity is just connecting things.” - Steve Jobs

I grew up in a family of physicians and nurses—passionate care providers who instilled in me the importance of healing through human connection. I thought I would follow their path into medicine but the health care I found along the way wasn’t what I expected. The relationships between team members, providers, patients, and family members have fallen behind technological and clinical progress. I believe the formation of healing relationships is at the heart of creating transformative Experiences.

As Chief Experience Officer, I partner with health care systems to illuminate their Experience intention and enliven it through people, places, and processes—fostering relationships with team members, providers, patients, and guests to design Experiences we all desire and deserve. Together, we can form healing partnerships that transform our health care systems and enable us to create moments for all those we have the privilege to care for and with.
Jeremy is not only an Experience designer and producer, he is our go-to science and biomed terminology guru in the Lab.

Prior to his role as Chief Experience Officer, Jeremy led Catalytic Guiding at The Experience Lab, partnering with health care leaders to design and produce immersive Experiences across organization—Cedars-Sinai Medical Network, UnityPoint Health, UC San Diego Health, and many others. Before The Experience Lab, he was a leading Experience producer in partnership with Sonia Rhodes. In that time, he guided partner organizations in the activation of Experience strategy through ideation, realization, and collaboration.

At the University of Michigan, Jeremy spent a lot of time in the lab, earning both a B.S. in Biomedical Sciences and a M.S. in Physiology. When he took time to step off the medical campus and enjoy the fresh air in Ann Arbor, he was a TEDxUofM Curator and Editor—leading a team of writers, artists, and speakers in the design of content for the digital and physical stage.