Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Gold
Wednesday, September 29, 2021 • DesignOps Summit 2021
Share the love for this talk
Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Speakers: Kate Koch and Jean-Claire Fitschen
Link:

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."

Ask the Rosenbot
Suzan Bednarz
AccessibilityOps for All
2024 • DesignOps Summit 2020
Gold
Samuel Proulx
Designing for Disability, Innovating for Everyone
2025 • Advancing Research 2025
Gold
Christian Rohrer
Insight Types That Influence Enterprise Decision Makers
2015 • Enterprise UX 2015
Gold
Wendy Johansson
Be a Product Boss!
2022 • Design in Product 2022
Gold
Peter Merholz
The 2025 State of UX/Design Organizational Health
2025 • Rosenfeld Community
Joshua Graves
We Need To Talk: Addressing Unmet Expectations (Part 2 of 3)
2025 • Rosenfeld Community
Steve Chaparro
Bringing Into Alignment Brand, Culture and Space
2020 • DesignOps Community
Dr. Jamika D. Burge
A Genuine Conversation about the Future of UX Research
2024 • Advancing Research Community
Harry Max
Priority Zero: Some Things are More Equal than Others
2016 • Enterprise UX 2016
Gold
Alla Weinberg
Design Teams Need Psychological Safety: Here’s How to Create It
2022 • DesignOps Summit 2022
Gold
Prabhas Pokharel
Order and Chaos: New Ways of Collaborating on Synthesis and Storytelling
2022 • Advancing Research 2022
Gold
Eniola Oluwole
Lessons From the DesignOps Journey of the World's Largest Travel Site
2019 • DesignOps Summit 2019
Gold
Roberta Dombrowski
Making Research a Team Sport
2022 • Advancing Research 2022
Gold
Sharon Bautista
Time to Make the Donuts: How User Research Helped Bridge Disparate Teams
2024 • Enterprise Experience 2020
Gold
Cennydd Bowles
Day 1 Panel
2024 • Designing with AI 2024
Gold
Jim Kalbach
Peace is waged with sticky notes: Mapping Real-World Experiences
2018 • Enterprise Experience 2018
Gold

More Videos

Dan Willis

"Watch my lips and my body language if you’re starting to lose the timing on the word."

Dan Willis

Enterprise Storytelling Sessions

June 8, 2017

Mackenzie Guinon

"The front door of our discipline is narrow, and while it serves a purpose, I don’t think it’s serving us well."

Mackenzie Guinon

M.C. Escher’s UX Research Career Ladder

March 9, 2022

Shan Shen

"Speaking fluent language that translates into business discussions forces us to think and speak like a business owner as well as a designer."

Shan Shen

Translating UX Terms into Business Contexts

November 29, 2023

Juhan Sonin

"If someone says hell no, don’t stop, keep going."

Juhan Sonin

Design Now! The Agenda for Action

September 4, 2025

Sam Proulx

"Everyone already uses accessibility features."

Sam Proulx

Accessibility: An Opportunity to Innovate

March 9, 2022

Denise Jacobs

"If you’re not doing the work of addressing your own pain, you won’t be effective in helping others."

Denise Jacobs Nancy Douyon Renee Reid Lisa Welchman

Interactive Keynote: Social Change by Design

January 8, 2024

Emily Eagle

"When you encounter an obstacle, how do you respond? Maybe it’s an invitation to grow."

Emily Eagle

Can't Rewind: Radio and Retail

June 3, 2019

Jane Davis

"Time and bandwidth are the eternal enemy of research."

Jane Davis

Strategic Shifts and Innovations in User Research: Navigating Challenges and Opportunities

March 11, 2025

Jon Fukuda

"Often tooling is a vacuum particularly around insights repositories—everyone wants it or no one wants it."

Jon Fukuda Jake Burghardt Jose Coronado Natalie Dunbar Denise Tilles

All the Ops: Successful cross-functional collaboration

September 10, 2025