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
"Instead of overrides, we swap out entire theme files to customize components for different product teams."
Luca RagerEmpowering Gaming at Scale: How Xbox Builds Powerful, Automated, and Distributed Design Systems with Sketch
September 30, 2021
"We would put design decisions along with each screen to explain the rationale, so if people had questions they could refer back."
Smitha Papolu Nova Wehman-Brown Melissa Schmidt Adam MenterTheme 3 Discussion
June 4, 2019
"Meta design is about designing the conditions for design itself to happen well."
Uday GajendarThe Rise of Meta-Design: A Starter Playbook
May 19, 2022
"Having a huge appetite for research and a huge manner for research is a good problem to have. So let's lean into it."
Jesse ZolnaInviting the Whole Org to Come See For Yourself
March 30, 2020
"This is a conversation, a conference is just a polished snapshot of a conversation that’s happening."
Uday Gajendar Louis RosenfeldDay 1 Welcome
June 4, 2024
"It’s been a real highlight of the year to work with this incredibly distinguished group of speakers."
Sarah BrooksTheme 3 Intro
December 10, 2021
"This isn’t a green pasture. It’s still a business. But at the end of the day, you can see the difference you make."
Sara ConklinExit Interview: 20 Years of Tech, One Very Big Bet, and a Lot of Heat Pumps
April 10, 2026
"Analytics and research should work closely to explain what is happening and why it is."
Renee BouwensLanding Product Impact: Aligning Research as a Foundational Driver for Delivering the World’s Best Products
December 15, 2023
"We have some truly phenomenal sketch notebooks, so you don’t have to worry about taking any notes on your own."
Bria AlexanderOpening Remarks
June 11, 2021