Session Description
What happens when customer experience (CX) becomes more than a goal and starts shaping how an organization works from the inside out? Join us for a conversation with Cami Feek, Interim Director of the Washington State Department of Enterprise Services; Taylor Linke, Deputy Director of the Health Care Authority; and Amy Windrope, Deputy Director of the Department of Fish and Wildlife. These leaders will share how they’ve used CX to challenge old ways of working, inspire their teams, and create meaningful culture change across their organizations. Come hear what’s worked, what they’ve learned, and how they leverage their agency’s values to make CX a lasting part of organizational culture.
Presenter Information
Cami Feek serves as the Washington State Department of Enterprise Services (DES) interim director. Appointed by Governor Bob Ferguson in July 2026, Cami brings more than 30 years of public service experience. Having most recently held the position of Employment Security (ESD) Commissioner, Cami has deep expertise in building effective teams, designing strategic systems, and leading large-scale operational improvements.
She joined ESD in 2017 to create Washington’s Paid Family and Medical Leave program and went on to serve as acting commissioner, deputy commissioner, and chief operating officer before being appointed commissioner by Governor Jay Inslee in 2021 and reappointed by Governor Ferguson in 2024.
Before her work at ESD, Cami held roles at several state agencies, including General Administration (now DES), the Department of Financial Institutions, Washington State Patrol, and the Attorney General’s Office.
Throughout her career, she has led major government transformations, advanced civil service reform, and championed diversity, equity, and inclusion — founding ESD’s first LGBTQ+ Employee Resource Group.
Cami holds a bachelor’s degree in business and public administration from The Evergreen State College.
Deputy Director Amy Windrope has been with WDFW since 2010 and previously served as the North Puget Sound Regional Director, Ecosystem Services Division Manager and the Columbia Basin Policy Lead. Amy has worked for 25 years at the junction of science, community and environmental policy. She began her career as an environmental educator in San Francisco Bay. She has a bachelor’s degree in Environmental Science from of UC Berkeley and master’s degree from Oregon State University’s College of Earth, Ocean and Atmospheric Sciences. In her spare time, she sails the open water of Puget Sound with her sketch book and is an avid reader.
Taylor Linke, MBA, LSSBB, is the Deputy Director at the Washington State Health Care Authority (HCA), where she serves as a strategic advisor and organizational leader, working across divisions to advance agency priorities. She leads high-impact projects and initiatives that improve performance, support innovation, and strengthen operations. Prior to this role, Taylor has spent 20+ years in Washington public service focused on health and the delivery system. She has served as the Director of IT Innovation and Customer Experience, where she was responsible for leveraging technology and person-centered design principles to enhance internal and external customer experience, as well as the state CHIP Director and Assistant Director for Medicaid Eligibility and Community Support. Throughout her career, she has been drawn to the countless opportunities to improve the processes and systems designed to provide access to critical programs and services our government offers.