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
"Small micro changes every week add up — ask your team what tiny improvements they’ve made recently."
Mark InterranteCollaboration Flows in Product Development
June 9, 2017
"We can't track actual benefit uptake after users click through to official government sites, only clicks and visits."
Alan Williams Rose DeebDesigning essential financial services for those in need
February 10, 2022
"Relationship is the new currency."
Kit Unger Lada GorlenkoTheme 3 Intro
June 10, 2022
"The word intelligence in artificial intelligence leads many to read more into the technology than is actually there."
Frances Yllana Jorge Arango Maria Taylor Briana ThomasThe Big Question about Impact: A Panel Discussion
September 24, 2024
"When the ground shifts beneath us, we get to decide, do we scramble to regain our footing exactly where we stood before? Or do we take a step in a new direction, explore new terrain, and expand the boundaries of what’s possible?"
Megan BlockerTheme 2 Intro
March 12, 2025
"Designers almost always partner with clinicians who are the domain experts in healthcare projects."
Theresa NeilDesigning for Wellness: Specializing in Healthcare
May 22, 2024
"It’s the innovators who can listen to what is unsaid where research has the biggest impact."
John MaedaMaking Sense of Enterprise UX
June 9, 2016
"There is no need to take notes over the next few days. We have dedicated sketch notes and session resources."
Louis Rosenfeld Bria AlexanderOpening Remarks
March 27, 2023
"Building skepticism into users is essential because if you’re not skeptical as a designer, it’s hard to build it into your customers."
Helen ArmstrongAugment the Human. Interrogate the System.
June 7, 2023
