Flex Your Super Powers: When a Design Ops Team Scales to Power CX
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
"We want to keep our content evergreen by focusing on people skills and critical thinking, not just tools."
Louis Rosenfeld Peter Van DijckGenAI for UXers: A Rosenbot Demo and Discussion
September 11, 2025
"Sharing stories of failure normalizes thoughtful and transparent consideration of the work that we do."
Steve PortigalWar Stories LIVE! Steve Portigal
March 30, 2020
"Designers are often perceived as high risk to the business, which conflicts with healthcare’s safety-first mindset."
Carol MassaDesigning Health: Integrating Service Design, Technology, and Strategy to Transform Patient and Clinician Experiences
December 3, 2024
"Your company is a service provider; your HR, IT, design, and security teams are all service providers."
Jeff SussnaWhat DesignOps Can Learn From DevOps
November 6, 2017
"Our teams focus on entire customer outcomes, not just features."
Scher Foord Corey Greenltch Sarah RoweTurn the Ship Around: How to Apply Design Thinking Across Your Organization
June 10, 2021
"Behavior over time is your culture; it’s how you choose to behave and incentivize others to behave."
Adam CutlerPeople + Places + Practices = Outcomes
June 8, 2016
"We are closing out design ops 2024 with innovation curated by the incomparable John Kuda."
Bria AlexanderDay 3 Welcome
September 25, 2024
"How do we train AI models to prevent bias and preserve privacy, especially considering disability data is often seen as medical data?"
Sam ProulxTo Boldly Go: The New Frontiers of Accessibility
November 18, 2022
"How can we teach others about powerful stories without first becoming learned ourselves?"
Jemma AhmedTheme 2 Intro
March 10, 2022
