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
"Navigating complexity is like sailing in open ocean. A GPS won’t help if you don’t know how to read wind and water."
Kyle GodbeyNon-linear service design for complex adaptive systems
December 10, 2025
"Low fidelity design lets you try things quickly and learn so much before you get too detailed."
Billy CarlsonPrinciples of Team Wireframing
October 2, 2023
"Facilitation is probably the most undervalued skill on modern product teams."
Matt LeMayYou Don’t “Get” Anyone to Do Anything
December 6, 2022
"Sharing knowledge and references is what I love about this community."
Kristin SkinnerTheme 2: Introduction and Provocation
January 8, 2024
"If you find yourself doing a lot of things that aren’t in your job description, that might mean you’re doing leadership."
Peter MerholzThe Trials and Tribulations of Directors of UX
July 13, 2023
"Establish a design system council where all stakeholders gather regularly to maintain and evolve the system."
Jaime CreixemsBest Practices when Creating and Maintaining a Design System
June 7, 2023
"Safety is your number one concern, privacy is your number two, and usability is number three."
Daniel J. RosenbergDigital Medicine Design
September 26, 2019
"Participation or user research draws from ideas rooted in agency and control, not just optimizing our work product."
Sha HwangThe First Fifty Years of Civic Design
November 16, 2022
"Without a clearly articulated vision, you are aiming without knowing what the target is."
Satyam KantamneniDo You Have an Experience Vision?
March 23, 2023
