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
Janelle Estes
UX Research Trends
2021 • Advancing Research Community
Roy Opata Olende
How Zapier Uses ‘All Hands Research’ to Increase Exposure to Users
2020 • Advancing Research Community
Amahra Spence
Designing for Liberation, Rehearsing Freedom
2022 • Civic Design 2022
Gold
John Mortimer
Panel Discussion
2024 • Advancing Service Design 2024
Gold
Smitha Papolu
Theme 3 Discussion
2019 • Enterprise Experience 2019
Gold
Alexandra Schmidt
Enterprise UX Playbook
2022 • Enterprise Community
Adel Du Toit
Get Your CFO To Say: 'Our Strategic Goal is User Obsession'
2022 • Design at Scale 2022
Gold
Steve Sanderson
Discussion
2015 • Enterprise UX 2015
Gold
Uday Gajendar
The Wicked Craft of Enterprise UX
2015 • Enterprise UX 2015
Gold
Bria Alexander
Theme Two Intro
2023 • DesignOps Summit 2023
Gold
Peter Boersma
How to Define and Maintain a DesignOps Roadmap
2023 • DesignOps Summit 2023
Gold
World Usability Day Panel Discussion
2022 • DesignOps Community
Boon Yew Chew
Making Sense of Systems—and Using Systems to Make Sense of the Enterprise
2023 • Enterprise UX 2023
Gold
Farid Sabitov
Theme Four Intro
2022 • DesignOps Summit 2022
Gold
Sarah Fathallah
Lessening the Research Burden on Vulnerable Communities
2020 • Advancing Research 2020
Gold
Daniel Gloyd
Warming the User Experience: Lessons from America's first and most radical human-centered designers
2024 • Rosenfeld Community

More Videos

Jemma Ahmed

"Participation rates are falling, engagement rates are falling — this is a data quality crisis."

Jemma Ahmed Robert Fabricant Sean McKay Llewyn Paine Kate Towsey Noah Bond

Theme Panel

March 11, 2025

Victor Udoewa

"Poverty isn’t the absence of money. Poverty is the absence of relationships."

Victor Udoewa

Research in the Pluriverse

March 29, 2023

Todd Healy

"We’ve found a way to use data to speak the language of business while tying it back into our values as designers to build better products."

Todd Healy Jess Greco

Driving Change with CX Metrics

June 7, 2023

Lori Muszynski

"Boldness is only possible and enabled by generosity. Generosity means empathy, collaboration, and transparency."

Lori Muszynski Peter Merholz

Keeping Design Weird

October 2, 2023

Ben Davies

"Bringing qualitative and quantitative insights together creates more impactful decision-making across the organization."

Ben Davies Matt Duignan Andrew Michael Dr. Emily DiLeo

Expert Panel: The Principles of Research Repository Design

March 11, 2022

Mackenzie Cockram

"Heat maps showed users clicking on areas they thought were clickable but weren’t, resulting in click rage."

Mackenzie Cockram Sara Branco Cunha Ian Franklin

Integrating Qualitative and Quantitative Research from Discovery to Live

December 16, 2022

Kristin Wisnewski

"We’re the voice of the employee—we’re arbiters of truth, defenders of experience, and sometimes validators against manipulation."

Kristin Wisnewski

Measuring What Matters

October 23, 2019

Erika Kincaid

"Sometimes it helps to have an ally who champions you and acts as a gatekeeper for design requests."

Erika Kincaid Brenna Heaps Jessica Tsukimura

Connecting the Dots: How to Foster Collaboration and Build a Strong Design Review Culture

June 8, 2022

Rachel Posman

"Trying to do all things well can mean doing all things kind of not so great—specialization became necessary."

Rachel Posman John Calhoun

A Closer Look at Team Ops and Product Ops (Two Sides of the DesignOps Coin)

November 19, 2020