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
"AI gives us superpowers to do rapid iterative testing and evaluation much faster than before."
Dr. Jamika D. Burge Nick Fine Alexandra Jayeun Lee Greg Nudelman Bo WangHow UX researchers can partner with (and not be replaced by) AI [Advancing Research Community Workshop Series]
August 31, 2023
"Saying no was really tricky because everyone has a good reason for their research."
Sarit GeertjesPeople, not Petri Dishes: Stories from a Research Recruiter
September 23, 2019
"Senior leaders think about research in two buckets: discovery, telling me what the problem is, and evaluation, telling me how to solve it."
Dr. Nikki SmithResearch Strategy: Connecting Insights to Outcomes
March 12, 2025
"Accessibility education embedded in onboarding and ongoing training builds organizational muscle."
Megan Clegg Michael Haggerty-Villa Alexis MorinSpace for Everyone: Reframing Accessibility Through a Wider Lens
June 10, 2021
"We’re not gatekeepers; we’re here to make sure research is accurate, efficient, and impactful, not to block people."
Brad Orego Ned DwyerBringing Customer Research to More Internal Teams
March 10, 2022
"I think of AI models as amanuenses, like super secretaries aiding scholars in the early modern period."
Jorge ArangoAI as Thought Partner: How to Use LLMs to Transform Your Notes (3rd of 3 seminars)
May 3, 2024
"Stop saying rest is a luxury or a privilege. It is not. It is a human right."
Zariah CameronReDesigning Wellbeing for Equitable Care in the Workplace
September 23, 2024
"Design is always going to be subjective, so you have to figure out what quality looks like in your organization."
Peter MerholzCustomer-Centered Design Organizations
June 8, 2017
"Cities are not at the heart of global climate discussions, yet they hold tremendous opportunity for change."
Jayne Engle Tanya Chung-Tiam-FookCivic Design for the Next Seven Generations—A Discussion on Sacred Civics
August 25, 2022
