Leading Transformation Where No Map Exists
From founding AI integrated research practices to building enterprise CX from zero, this is what modern transformation leadership looks like.
“Every engagement begins in ambiguity. Every engagement ends with infrastructure that lasts.”
Genentech
CX Practice Foundation | Human Centered Design | AI Integration
Genentech was scaling its commercial operations and recognized the need for a centralized human centered design practice to support that growth. The organization sought to establish a systematic framework for understanding how customers, patients, providers, and field teams experienced its commercial products and services across both internal operations and external engagement channels. The opportunity was to build the CX and UX research infrastructure from the ground up, creating the scalable structure and design systems that would support enterprise wide experience transformation.
The Challenge
As Director of Experience Design Transformation, Ms. Mowatt-Kane founded Genentech's first Human Centered Design Practice and CX Center of Excellence, establishing the people, process, technology, and delivery model from zero. The practice spanned patient access, advocacy, field medical information, product development, and CRM experience. Working within industry standards such as digital accessibility and regulatory compliance, Ms. Mowatt-Kane created measurable impact in adverse event reporting and Provider digital workflows. Demand for the CX program exceeded available capacity within the first year. This condition required the development of a formal prioritization model tied to market need, user data, and corporate GTM strategy.
In parallel, Ms. Mowatt-Kane was selected for Genentech's gLEAD Executive Leadership Academy, a competitive program engaging high potential leaders directly with C-suite priorities. Participants were tasked with developing and delivering implementable solutions to the organization's most complex strategic challenges. Across both the HCD practice and the gLEAD initiative, senior leadership consistently engaged DCG's principal for perspective and partnership on the work that mattered most.
The Approach
The Outcomes
Founded Genentech's first 11,000 sq ft Human Centered Design Studio, connecting global employees across 7+ countries via telepresence technology
33% improvement in UX research synthesis through AI workflow integration
29% improvement in Provider digital usability
Genentech Experience Operations Impact Award, ISI Patient Digital Usability
Walking into ambiguity and leaving behind scalable infrastructure.
Amtrak
Omnichannel Transformation | CX Practice Building | Digital Experience
Amtrak was undergoing a major omnichannel transformation encompassing 1,100 requirements with a single implementation team and no formal CX practice in place. The organization needed leadership that could simultaneously establish the CX function and drive the full transformation across mobile, dotcom, onboard information systems, and employee tools. This included leading the vendor technical and functional RFP process, technical bake-off, vendor selection, team recruiting, and vendor onboarding, while establishing an engagement model that worked across complex stakeholder boundaries. The work required integrating qualitative and quantitative data, navigating regulatory constraints, meeting accessibility standards, incorporating customer advocates, and collaborating with union partners throughout the full design thinking lifecycle. Prototyping and continuous user testing were embedded as standard practice, ensuring that design decisions were validated at every stage of implementation.
The Challenge
As Director of Customer Experience, Ms. Mowatt-Kane established Amtrak's first CX practice from the ground up, building a team spanning Digital Design, UX Research, and CX Insights. The practice was built through mission driven cross functional partnerships navigating regulatory requirements, Agile SDLC deployments, multi-labor union co-creation, and customer advisory group integration. Ms. Mowatt-Kane championed digital accessibility implementation, monitoring, and testing across the platform, and led a $52M omnichannel digital transformation operating across multiple geographies using a follow the sun model. The program reached DTC customers at scale while managing internal stakeholder alignment at the enterprise and C-suite level.
The Approach
$52M omnichannel transformation delivered
97% Digital Customer Satisfaction Score
Top 3 travel app in the USA
Webby Award Honoree, Best UX, Amtrak.com
The Outcomes
DCG in the Community
Advancing STEM education and opportunity for the next generation of student innovators. Preparing underserved students for technology careers.
Let’s Go with STEM
NON-PROFIT
Board Member
Foodservice innovation lab engaging public school students in hydroponics, aquaponics, and robotic farming. Creating a complete learning experience from seed to commerce.
Hexagon Lab, Falls Church City
ADVISORY
CX Advisor
Graduate level lecture on Design Thinking frameworks, AI driven analytics, and KPI measurement for usability and sentiment analysis.
Johns Hopkins University
ACADEMIC
Guest Lecturer
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