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
"In Web 2.0, a small group sets the rules and most people just play within them."
Tricia WangFrom Users to Shapers of AI: The Future of Research
March 25, 2024
"Every job is a climate job. Wherever we are, the climate needs us to address it in our role."
Sara ConklinA UXer’s 12-Month Journey from Climate Concern to Climate Credibility
June 26, 2025
"Burnout exists because we made rest a reward rather than a right."
Zariah CameronReDesigning Wellbeing for Equitable Care in the Workplace
September 23, 2024
"Progress over perfection was our motto throughout the entire project."
Jenny PriceFrom Tradition to Transformation: Unlocking Startup Agility in a Legacy Enterprise
September 10, 2025
"It took over a year and 10 teams just to ship four onboarding screens."
Daniel OrbachZero to One: Co-Creating Operating Models with your Team
September 23, 2024
"If you put garbage in, garbage comes out – AI reflects the biases in its training data."
Nancy DouyonWe'll Figure That Out in the Next Launch: Enterprise Tech's Nobility Complex
June 15, 2018
"As much of the wisdom and transformation takes place in the act of creating the mandala, so it does in service design."
Dharani PereraThe mandala of service design: unlocking alignment and action through service design
November 20, 2025
"There is no one size fits all solution for screen readers."
Sam ProulxUnderstanding Screen Readers on Mobile: How And Why to Learn from Native Users
March 27, 2023
"The power of a bold idea uttered publicly in defiance of dominant opinion cannot be easily measured."
Rachael Dietkus, LCSWThe power to heal and harm
March 13, 2025
