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
"That unit there is kind of like a sprint."
Jim KalbachJazz Improvisation as a Model for Team Collaboration
June 4, 2019
"Anecdotal feedback from team members helps leaders understand the real impact of change."
Deanna SmithLeading Change with Confidence: Strategies for Optimizing Your Process
September 23, 2024
"That's not a prototype."
Saara Kamppari-Miller"Prototype" vs "Prototype"--Breaking Down and Rebuilding Our Understanding of What We Do
October 24, 2019
"When we’re released from constraints and enter into the airport atrium, we become free range humans self-organizing unpredictably."
Kyle GodbeyNon-linear service design for complex adaptive systems
December 10, 2025
"Just follow your heart and what makes you happy rather than the traditional career ceilings."
Adam Cutler Karen Pascoe Ian Swinson Susan WorthmanDiscussion
June 8, 2016
"When was the last time that you felt stuck? The one where you feel a sense of being stuck trying to understand something."
Abby CovertStuck? Diagrams Help
October 27, 2022
"We want to prevent our community from the dehumanizing impulses often brought on by bureaucratic scaling."
Bud Caddell Kristin Skinner Alana WashingtonDesignOps Community Sensing Session
May 13, 2021
"We recruited 50% more than we needed because no-shows are incredible in remote sessions."
Sarah RinkRemote User Research: Dos and Don'ts from the Virtual Field
June 11, 2020
"Webflow is an ideal tool for prototypes with code because users can test in the actual browser environment."
Sam ProulxPrototype Reviews, People With Disabilities, and You
December 8, 2021
