Dawn Scata
Head of Customer Strategy @ Slalom | Human-Centered Product and Service Transformation
- Role
- Head of Customer Strategy - Product Strategy & Service Experience Transformation at Slalom
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Dawn Scata
With over two decades of expertise, I currently lead a team of 120 strategists at Slalom, focusing on customer experience transformation, product strategy, service design, research and insights, and contact center transformation. Our work emphasizes connecting human insights with business value and operational realities to drive impactful customer, product, and service transformations. My core competencies include service design, customer strategy, and facilitation, with a strong emphasis on developing innovative strategies that enable customer-centric and AI-enabled solutions. Passionate about simplifying complexity and solutioning creatively, I collaborate with executive teams to create meaningful strategies that align with business goals and deliver measurable value.
Experience
Head of Customer Strategy - Product Strategy & Service Experience Transformation
Jan 2026 — Present · Seattle, WA, US
I built and lead a 120-person Customer Strategy practice — spanning Product Strategy, Service Design, Contact Center Transformation, and Research & Insights — that consistently drives $3–4M in monthly revenue.Our team partners across a complex matrixed organization (sales, 8 capability, 9 industry, 20+ market teams) to connect human insight with business value. We don\'t just design future-state experiences — we build the plan and execute against operational realities and measurement goals.I work directly with senior executives across healthcare, tech, retail, and travel & hospitality to shape customer experience vision, define engagement strategy, and create the roadmap to execute and measure outcomes for.
Education
Baruch College, MBA
MBA, Marketing and International Business
Stagen Leadership Academy
Foundational Leadership Program (FLP) Certificate
New York University
BM, Music Performance
RIVA Institute
Focus Group Moderation
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