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
"Don’t mistake motion for progress. Running many studies doesn’t mean you’re learning something new."
Matt DuignanHITS, Microsoft's internal human insight system: From research library to living body of knowledge
July 16, 2019
"We want to be an inspiring friend you go to for advice, not just someone who tells you what to buy."
Sara Asche Anderson Jamie KaspszakNot Your Ordinary Re-Brand: Design's Path to Driving Customer Obsession at Best Buy
January 8, 2024
"Reddit recently fixed their upvote button so it announces toggle states, something many sites neglect."
Sam ProulxEverything You Ever Wanted to Know About Screen Readers
June 11, 2021
"Lived experiences like poverty or homelessness bring a richer, deeper lens than a textbook study ever could."
Zariah CameronStreamlining an Inclusive Design Practice
October 3, 2023
"There is a romance and incredible creativity in data visualization, but sometimes simpler is better, letting the data speak for itself."
Victor Lombardi Ted Booth HK Dunston Andrew OtwellBridging Design and Climate Science
February 14, 2024
"Building relationships with other departments helps us leverage information collected for different purposes in a structured way."
Mike Oren Janice WiitalaDesign Research Strategy & Strategic Design Research
February 3, 2022
"We can all do it. Making stuff is just a thing you do."
Erin MaloneUnderstanding the past to prepare for the future
July 19, 2024
"Most people with my assistive technology might learn to use the system at a different pace than non-disabled users."
Sam ProulxSUS: A System Unusable for Twenty Percent of the Population
December 9, 2021
"Best practice is past practice and context changes, so it’s no longer guaranteed to be effective."
Jen BriselliLearning Is The Engine: Designing & Adapting in a World We Can’t Predict
April 16, 2025
