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
"Sometimes turning off the camera in interviews helps participants feel more comfortable and open."
Verónica Urzúa Jorge MontielThe B-side of the Research Impact
March 12, 2021
"Designing community is more like gardening than building a machine."
James LangIf you can design an app, you can design a community
May 22, 2025
"We have many breaks, and sponsor sessions usually take place during those."
Bria AlexanderOpening Remarks
June 10, 2021
"Agents do work outside the user's attention, freeing up their limited time for other activities."
Christopher NoesselAI of the now: Designing for Agents
July 31, 2024
"Without proper evaluation, you’re just building a demo – demos are easy, quality production is hard."
Peter Van DijckBuilding the Rosenbot
June 4, 2024
"The red buttons are forbidden to reduce excessive engagement — that runs counter to typical design goals."
Niko LaitinenAdaptable Org Design for Resilient Times
June 10, 2021
"We created a collaborative intake where we work together to understand what’s the most important thing."
Carla Casariego Sarah SpencerDesignOps in Wonderland
October 24, 2019
"Shared understanding is the first layer of driving impact, not just completing studies or putting personas on walls."
Dave HoraAdvice for Establishing Research
December 8, 2022
"I want you to push yourselves to try one new approach, to challenge one of your assumptions, and to walk away ready to take an action."
Megan BlockerTheme 2 Intro
March 12, 2025