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
"If something is not ready by the time the train leaves the station, then it catches the next train."
Jack MoffettSAFe or Sorry?
May 29, 2019
"You want to be very clear about what was generated by AI and what is your own stuff in your notes."
Jorge ArangoAI as Thought Partner: How to Use LLMs to Transform Your Notes (3rd of 3 seminars)
May 3, 2024
"When I let my outside interest in, I suddenly had really memorable conversations with people."
Dan WillisEnterprise Storytelling Sessions
June 3, 2019
"I connected with commercial, contracts, and policy teams to understand how the system worked and to secure budgets."
Jaskiran KangWhy Community is Key to Professionalizing Design
October 28, 2022
"If your leadership isn’t aligned to your agenda, it’s vital to negotiate and influence to bring them on board."
Karen PascoeDeveloping Experience Teams and Talent in the Enterprise
June 8, 2016
"We're at a pivotal moment where technology can truly make a difference in sustainability."
Ash BrownSilver Linings: What DesignOps Learned in the Shift to WFH
October 23, 2020
"Automation isn't about replacing work but about freeing time for more important, creative efforts."
Farid SabitovAutomatization for Large Enterprise Teams
January 8, 2024
"Requesting glossy portfolios up front risks excluding candidates with strong problem-solving skills who may not have had opportunities to showcase visual design."
Anna Avrekh Amy Jiménez Márquez Morgan C. Ramsey Catarina TsangDiversity In and For Design: Building Conscious Diversity in Design and Research
June 9, 2021
"We began exploring the state of civic design across local, state, provincial, and national levels."
Sarah BrooksTheme 3 Intro
December 10, 2021
