Summary
Join the Verizon CX Design Ops team for an interactive session about uncovering your super powers, recognizing your kryptonite and flexing your skills to power a growing, global team.
Key Insights
-
•
Verizon CX Ops transformed from a design ops team to a global CX operations team powering 300+ roles across the enterprise.
-
•
Super speed represents rapid onboarding and resource planning to match the right designers to priority projects quickly.
-
•
Telepathy is a metaphor for proactive and consistent communication, resource capacity planning, and recruitment process improvements.
-
•
Super gadgets include operational tools like Jira, Airtable, and dynamic reporting, critical for scaling CX operations.
-
•
Flight symbolizes adopting multiple frameworks (predictive, agile, hybrid) and flexible working at global scale.
-
•
Super intelligence is embodied by CX Ops acting as a knowledge hub, oversharing communications to avoid gaps.
-
•
Super strength is demonstrated by strong cross-team partnerships and repeatable scalable processes that enhance customer experience quality.
-
•
Capacity planning in uncertain environments relies heavily on design systems, iterative planning, and quarterly forecasts with business partners.
-
•
Defining and tracking anti-patterns helps identify inefficiencies, such as ineffective meetings or communication breakdowns, enabling quick corrective action.
-
•
Crypto nights like burnout, silos, and too many priorities are actively managed through transparency, communication, and team support.
Notable Quotes
"We are super ops — powering 300 plus designers, researchers, and strategists globally."
"One of our superpowers is super speed: moving at the speed of light almost in onboarding and resource planning."
"Telepathy means mind-reading—proactive solutions through expanded resource capacity planning and recruitment."
"Super gadgets are our operational tools that we get really geeky about, like Jira and Airtable."
"Flight means adopting multiple models—predictive, agile, hybrid—to empower design at global scale."
"As the keepers and gatherers of knowledge, we empower others by sharing and sometimes over-sharing communications."
"Our super strength comes from partnerships and scalable, repeatable processes."
"We have crypto nights like people pleasing, perfectionism, silos, and burnout—which we watch out for carefully."
"Capacity planning is always through ever-changing uncertainty, requiring quarterly resource planning and business partnership."
"Defining anti-patterns helps us quickly identify and remedy issues like ineffective meetings or misaligned priorities."
Or choose a question:
More Videos
"Growth boards helped us identify teams that hit their runway early and needed to pivot or spin down, reallocating resources strategically."
Jackie HoLead Effectively While Preserving Team Autonomy with Growth Boards
January 8, 2024
"Not every head of design is the right leader for every phase of organizational maturity."
John DevanneyThe Design Management Office
November 6, 2017
"Automation frees us up to do more for the organization, but if overdone, it can strip away the human aspect critical to culture."
Bria Alexander Meredith Black Tim GilliganState of DesignOps Panel
October 1, 2021
"People don’t always get straight to their question; they might need to do some investigation first before they figure out what to ask."
Liwei DaiThe Heart and Brain of the AI Research
March 31, 2020
"Nobody wants to buy or use a sloppy product, especially when enterprise users rely on the apps for 8 to 10 hours a day."
Uday GajendarThe Wicked Craft of Enterprise UX
May 13, 2015
"Service design is such a powerful kind of stealth strategy approach."
Tim ParmeeChanging Our Design Pressure Points
October 2, 2023
"I think we all know no matter if you’re new to this work or you’ve been doing it for years, we’re always still learning."
Ariel KennanTheme Two Intro
November 17, 2022
"They walked. The locals were most likely right."
Brendan JarvisFraming Tomorrow by Questioning Today
June 8, 2022
"The UX team is never the keeper of all knowledge of the customer; the whole company owns the experience."
Janelle EstesUX Research Trends
January 28, 2021
