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
"Building coalitions and embedding research insights within the culture is essential for long-term impact."
Robin BeersBeyond Insights: Researchers as Organizational Change Catalysts
March 25, 2024
"Design Ops being pushed under DevOps using Jira or Azure is incompatible with the design playground."
Aurobinda Pradhan Shashank DeshpandeIntroduction to Collaborative DesignOps using Cubyts
September 8, 2022
"I transitioned out of academia because I wanted to work faster and create immediate impact rather than slow, layered processes."
Clemens Janssen Jane DavisEfficiently Scaling Research as a Team of One
March 28, 2023
"We made it mandatory to have a one-pager summary for every research project to make insights easy to manage."
Maria Rosala Shivanjali M.Research Repositories
March 12, 2026
"Content designers now have the same pay bands, equity grants, benefits as product designers – equal pay for equal results."
Jonathon ColmanHow to Maximize the Impact of Content Design
January 8, 2024
"As more software is being built for specific personas, precise participant targeting becomes more important over time."
Kate Towsey Basel Fakhoury Oren Friedman Graham GardnerParticipant Recruitment and Management Tools
March 12, 2026
"A couple of sketches I made in 15 minutes helped engineers decide on a data model that positively impacted the user experience."
Catt SmallMoving from Execution to Strategy as a Designer
December 6, 2022
"Our CEO Brad Smith said, I’m all in on Design for Delight, but no new content — it has to reinforce what we already do."
Kaaren HansonStop Talking, Start Doing
June 9, 2017
"We have to show clients the hundreds of sketches and iterations behind the AI-generated outputs."
Maverick Chan Claire LinFrom Doodle to Demo: AI as Our Storytelling Partner
October 23, 2025