Flex Your Super Powers: When a Design Ops Team Scales to Power CX
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
"Collecting habit path data in every study over time builds a data set that informs product decisions."
Paula BachImproving Legacy Software: How Much Better Does it Have to Be?
March 11, 2022
"Right sizing research respects communities by matching the scope to what participants can reasonably engage with."
Megan Blocker Amy Bucher Katie Hansen Ricardo Martins Nidhi Singh RathoreDay 2 Theme Panel
March 12, 2025
"If you had to visualize what you thought you agreed to in a meeting, a lot of times there’s misalignment."
Billy CarlsonPrinciples of Team Wireframing
October 2, 2023
"While the majority of design happens in the lower half of this scale, we create gaps at the higher, systemic levels that we must address."
Cornelius RachieruHandling Complexity: Framing a Scale of Design
June 9, 2021
"The internal champion is the ideal choreographer who builds trust, invests in onboarding and bridges the agency and the client teams."
Séamus ByrneAligning Teams with Choreography
January 8, 2024
"We have a feedback program agreement that once signed, is evergreen and covers everyone in the customer’s company."
Tracy McGoldrickIBM User Experience Program—The What, Why and How
October 15, 2021
"If our employees are happy, they will take care of our customers—and shareholders will be just fine."
Tatyana MamutOpening Keynote: Breaking Conway's Law--or How to Work Differently and Not Ship Your Org Chart
June 3, 2019
"Conversation converts — with or alongside, it means bend or turn."
Victor UdoewaTheme One Intro
March 27, 2023
"Community is not a monolith; we must engage a broad intersection of voices, not just one perspective."
Amy Paris Danielle ThierryDelivering Equity: Government Services for All Ages, Languages, Sexual Orientations, and Gender Identities
December 9, 2021
