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
"As a civic designer, it’s really up to you to hold managers accountable for their promises on inclusion."
Yalenka Mariën Marie MervaillieDesigning for Digital Inclusion in the Belgian Government
December 8, 2021
"Your world is different. You probably have a design related title and tools, but the business we’re in is the same sense making for culture change."
Dana ChisnellThe Sensemaking Business
March 10, 2026
"Investments in training may not yield immediate profit but can be justified by linking skills to efficiency gains and future savings."
Gonzalo GoyanesDesign ROI: Cover a Little, Get a Lot
September 8, 2022
"The ladder of engagement for stakeholders could range from watching videos to becoming co-researchers with us."
Chris Geison Dr. Jamika D. Burge Jemma AhmedWhat's Next for Research?
June 17, 2021
"When you encounter an obstacle, how do you respond? Maybe it’s an invitation to grow."
Emily EagleCan't Rewind: Radio and Retail
June 3, 2019
"Trust is paramount; designers want transparency about what the AI is trained on and what data it uses."
Clara Kliman-SilverUX Futures: The Role of Artificial Intelligence in Design
June 7, 2023
"If we get garbage in, we get garbage out — this is true for AI as much as for surveys or forms."
Caroline JarrettGarbage in, garbage out? Measuring error rates to get ready for AI
January 8, 2026
"We can’t force people to partner with design, but if partnering makes it easier to meet framework requirements, that’s a win for everyone."
Jess GrecoCreating a Basis for Change: Scaling Design Maturity
June 8, 2022
"Think about alignment versus coherence. Coherence means the system makes sense even if parts go different directions."
Jen BriselliLearning Is The Engine: Designing & Adapting in a World We Can’t Predict
April 16, 2025
