Rosenverse

This video is only accessible to Gold members. Log in or register for a free Gold Trial Account to watch.

Log in Register

Most conference talks are accessible to Gold members, while community videos are generally available to all logged-in members.

Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Gold
Wednesday, September 29, 2021 • DesignOps Summit 2021
Share the love for this talk
Flex Your Super Powers: When a Design Ops Team Scales to Power CX
Speakers: Kate Koch and Jean-Claire Fitschen
Link:

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."

Ask the Rosenbot
Saara Kamppari-Miller
Theme Three Intro
2023 • DesignOps Summit 2023
Gold
Dan Willis
Theme 3: Intro
2024 • Enterprise Experience 2020
Gold
Jim Kalbach
Jobs To Be Done
2021 • Enterprise Community
Gabriela Barneva
Operationalizing Inclusive Design in Design Ops
2025 • DesignOps Summit 2025
Gold
Lija Hogan
Practical Principles of Inclusive Research
2023 • Advancing Research 2023
Gold
Ned Dwyer
The Future of DesignOps is Tool Consolidation
2024 • DesignOps Summit 2024
Gold
Tamara Hale
War Stories LIVE! Tamara Hale
2020 • Advancing Research 2020
Gold
Kate Koch
Flex Your Super Powers: When a Design Ops Team Scales to Power CX
2021 • DesignOps Summit 2021
Gold
Kate Kalcevich
Integrating Accessibility in DesignOps
2024 • DesignOps Summit 2024
Gold
Libby Maurer
Treating Diversity & Inclusion in Hiring as a Design Problem
2019 • Enterprise Community
Caroline Jarrett
Have fun with statistics?
2024 • Rosenfeld Community
Dan Donald
Design Systems as a Vehicle for Systemic Change
2023 • DesignOps Community
Brendan Jarvis
It was the Best of Times. It was the Worst of Times.
2024 • DesignOps Summit 2024
Gold
Sha Hwang
The First Fifty Years of Civic Design
2022 • Civic Design 2022
Gold
Jacqui Frey
Scale is Social Work
2020 • DesignOps Community
Kristin Skinner
Theme 1 Intro
2021 • DesignOps Summit 2021
Gold

More Videos

Sheryl Cababa

"People who understand the problem best are set up to do the best work."

Sheryl Cababa

Living in the Clouds: Adopting a Systems Thinking Mindset

June 6, 2023

Kristen Guth, Ph.D.

"Slowing down with research can help us move faster overall."

Kristen Guth, Ph.D.

Out of the FOG: A Non-traditional Research Approach to Alignment

March 28, 2023

Dave Malouf

"Design always has to take the step forward in some way, whereas product people just go about their day and do their thing."

Dave Malouf Meredith Black Farid Sabitov

The Past, Present, and Future of DesignOps: a 2-part DesignOps Community Call (Part 1)

February 17, 2022

Smitha Papolu

"The pandemic pulled our remote team much closer—being physically apart made us feel closer."

Smitha Papolu Nova Wehman-Brown Melissa Schmidt Adam Menter

Theme 3 Discussion

January 8, 2024

Charlotte Vorbeck

"A confusing, difficult hiring process is itself an equity issue—transparency helps reduce gatekeeping."

Charlotte Vorbeck Shahzma Esmail Edward Alton Sarah McArthur Ariel Kennan

Pipeline to Civic Design

December 9, 2021

Smitha Papolu

"At our sprint meetings three times a week, we discuss if a piece of feedback has already been prioritized or needs attention."

Smitha Papolu Nova Wehman-Brown Melissa Schmidt Adam Menter

Theme 3 Discussion

June 4, 2019

Nathan Curtis

"I don't want a component library for the account home. I want a system for all of that."

Nathan Curtis

Beyond the Toolkit: Spreading a System Across People & Products

June 9, 2016

Anne Mamaghani

"Sprint as theater is not going to result in a product concept that really represents human needs, behaviors, and attitudes."

Anne Mamaghani

How Your Organization's Generative Workshops Are Probably Going Wrong and How to Get Them Right

March 28, 2023

Dean Broadley

"When crabs shed their shells, they're vulnerable, so they gather in safe groups for protection."

Dean Broadley

Not Black Enough to be White

January 8, 2024