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
"Sometimes our most valuable work isn’t the insights we produce, but the conditions we create for shared reasoning across paradigms."
Kurt McCullochFaster alone, further together: Rebuilding collaboration in the age of AI research
March 10, 2026
"How do we train AI models to prevent bias and preserve privacy, especially considering disability data is often seen as medical data?"
Sam ProulxTo Boldly Go: The New Frontiers of Accessibility
November 18, 2022
"Our responsibility is to help make digital channels work really well and in a humane, appropriate way."
Leah BuleyClosing Plenary: The Crisis of Digital
March 31, 2020
"These questions haven’t gone away as I speak and do workshops and things like that around the book."
Christian CrumlishIntroduction by our Conference Chair
December 6, 2022
"Psychological safety isn’t created by an initiative but through a thousand tiny habits in language and behavior."
Stephen AndersonPuzzled? How to Coordinate Humans for Complex Challenges
May 27, 2021
"Don’t be afraid to not know something. Let assistive technology users teach you."
Gabriela BarnevaOperationalizing Inclusive Design in Service Design
November 20, 2025
"Embrace the role of party planner with your expertise to shape ethical AI innovation."
Jay BustamanteNavigating the Ethical Frontier: DesignOps Strategies for Responsible AI Innovation
October 2, 2023
"Ethical considerations should go beyond typical privacy reviews and think deeply about user impact throughout the process."
Chris EngledowlA Mixed Method Approach to Validity to Help Build Trust
April 28, 2023
"Most enterprises are not emotionally safe places; people can’t just leave emotions at the door."
Dave GrayLiminal Thinking: Sense-making for systems in large organizations
May 14, 2015
