Waves Mowatt-Kane, MBA, MA, PMP
Fractional CXO | CX Transformation Leader
Delivering CX Transformations That Don't Exist Yet — But Should.
For twenty years, I built CX capability from the inside as a full time executive. At Genentech and Amtrak, I was the first person hired into roles that had never existed before. I built the teams, the practices, the cultures, and the infrastructure from zero. In January 2026, I relaunched Dreyfus Consulting Group to make that same capability available to organizations on a fractional basis.
The work I did as an executive is the foundation of what DCG offers today.
Genentech
I joined Genentech at the tail end of a global pandemic and recognized that the physical world had fundamentally changed. I founded the company's first Human Centered Design Studio, 11,000 square feet of state of the art collaborative space, and extended its reach by implementing telepresence robots that allowed colleagues across 7+ countries to autonomously move through the studio, collaborate in real time, and present as a physical presence from anywhere in the world. What began as an innovation became a marketing channel, a global bridge, and a surge of project demand that exceeded the capacity of my growing team. The practice spanned patient access and advocacy, provider digital usability, adverse event experience, and AI integrated research methods. The results were measurable: a 29% improvement in provider digital usability, a 33% gain in UX research synthesis through AI workflow integration, and recognition with the Genentech Experience Operations Impact Award.
Amtrak
At Amtrak, I was recruited to lead a $52M omnichannel digital transformation with 1,100 requirements and no CX practice in place. I built the team, the culture, and the capability from zero. The design practice I created outlasted my tenure. The principles and culture I established continued as best practices years after I moved on. The transformation spanned mobile, dotcom, onboard systems, and employee tools across multiple geographies using a follow the sun model. The team I built earned Webby Award Honoree recognition for Best UX, and the platform reached a 97% Digital Customer Satisfaction Score and a Top 3 travel app ranking in the USA.
In both cases, I walked into ambiguity and left behind infrastructure.
How I Work
The first 30 days of any engagement are a deep dive, not into solutions, but into understanding. I conduct a listening tour across the organization, capturing both the visible challenges and the invisible ones that live in the gaps between teams, systems, and priorities. I map the current state across people, process, and technology. I assess the competitive landscape and identify the stakeholder silos and disconnects that shape what is possible. I identify the early adopters, the cautiously optimistic, and the late adapters. Knowing who will move with you, and who will need time, is how transformation actually happens.
Then I build. Not just the product or the practice, but the alliances, the advocacy, and the shared language that makes the work sustainable after I leave.
What Leaders and Peers Say
"Her strategic vision, business acumen and focus on human centered design have been crucial in ensuring patients, healthcare providers and employees are always at the forefront of our efforts."
— Senior Manager, Digital Operations CX, Genentech
"She transformed complex needs into elegant, frictionless designs that established new standards for digital interaction."
— Digital Engagement Leader, Digital Commercial Operations, Genentech
"She built a culture. She left the company in such a strong position that her impact continued to be felt years after she moved on."
— Product and Interaction Designer, Amtrak
"She welcomes projects with high risk and entropy as she is the expert in bringing order to chaos."
— Senior Software Development Leader, CEB
"She consulted and coordinated with Senior Executive leadership and line managers in defining developmental and communication needs, establishing priorities, and shaping the organization. Her initiative, can do attitude, and follow through on strategic and tactical initiatives is to be commended."
— Vice President, IT Governance Risk and Compliance, AOL
The Breadth Is the Point
Twenty years across life sciences, transportation, enterprise technology, and AI integrated CX research. Regulated environments. DTC at scale. C-suite stakeholders. Cross functional teams. Multiple geographies. Different industries, same capability: I find the path where none exists, build the team that can walk it, and leave the organization stronger than I found it.
Whether the right fit is a fractional engagement through Dreyfus Consulting Group or a full time executive role, the goal is the same. Find the transformation that needs to happen and build the conditions for it to succeed.
Community and Civic Leadership
Transformation does not stop at the office door.
I serve on the board of Let's Go with STEM, a nonprofit advancing STEM education and opportunity for the next generation of innovators.
I am also leading a community collaboration with the Falls Church City Public Schools in Virginia to design and launch the Hexagon Lab, a foodservice innovation learning center built around the theme Seed to Commerce. The lab integrates hydroponics, aquaponics, and robotic farming to create a hands on STEM education environment while addressing childhood obesity through innovative foodservice programming. Like the work I do in corporate environments, this initiative was built from scratch, with no existing model to follow.