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
Frances Yllana
The Big Question about Impact: A Panel Discussion
2024 • DesignOps Summit 2024
Gold
Saara Kamppari-Miller
Key Metrics: Comparing Three Letter Acronym Metrics That Include the Word “Key”
2024 • DesignOps Community
Richard Buchanan
Creativity and Principles in the Flourishing Enterprise
2018 • Enterprise Experience 2018
Gold
Mac Smith
Measuring Up: Using Product Research for Organizational Impact
2021 • Advancing Research 2021
Gold
Jerome “Axle” Brown
How to Use Self-Directed Learning to Ensure Your Research Insights are Heard and Acted Upon
2021 • Advancing Research 2021
Gold
Theresa Marwah
How Atlassian is Operationalizing Respect in Research
2020 • Advancing Research Community
Gillian Salerno-Rebic
Redefining Speed and Scale: How Accenture’s GrowthOS Uses AI-Simulated Insights to Reduce Risk and Accelerate Innovation
2025 • Designing with AI 2025
Gold
Louis Rosenfeld
How to use the Rosenbot
2026 • Rosenfeld Community
Daniel J. Rosenberg
Digital Medicine Design
2019 • Enterprise Community
Roy Opata Olende
How Zapier Uses ‘All Hands Research’ to Increase Exposure to Users
2020 • Advancing Research Community
Anne Mamaghani
How Your Organization's Generative Workshops Are Probably Going Wrong and How to Get Them Right
2023 • Advancing Research 2023
Gold
Dianne Que
Real Talk: Proving Value through a Scrappy Playbook
2019 • DesignOps Summit 2019
Gold
Iram Shah
Closing Keynote: The View from the Top
2019 • Enterprise Experience 2019
Gold
Abby Covert
Panel: Collaboration Tools
2017 • DesignOps Summit 2017
Gold
Uday Gajendar
The Rise of Meta-Design: A Starter Playbook
2022 • Enterprise Community
Kim Lenox
Leading Distributed Global Teams
2019 • Enterprise Community

More Videos

Marjorie Stainback

"Don’t schedule your pilot during the holidays — our first pilot had one graduate because it went through December."

Marjorie Stainback Kelsey Kingman

Transforming Strategic Research Capacity through Democratization

October 24, 2019

Aurobinda Pradhan

"Designers don’t do tasks; they perform activities that last weeks or even months. That changes how you track utilization."

Aurobinda Pradhan Shashank Deshpande

Introduction to Collaborative DesignOps using Cubyts

September 8, 2022

Kate Towsey

"Be a magnet for skills around you; build partnerships with legal, procurement, HR to share the load."

Kate Towsey

Ask Me Anything (AMA) with Kate Towsey

April 2, 2025

Sarah Williams

"We realized we didn’t have a well-articulated purpose or guiding principles for the types of customer experiences we aspired to deliver."

Sarah Williams

A Framework for CX Transformation

June 11, 2021

Shanti Mathew

"Even the best-designed public-facing tools need operational and policy support to succeed."

Shanti Mathew Natalie Sims Natalia Radywyl

Civic Design at Scale: Introducing the Public Policy Layer Cake

December 9, 2021

Billy Carlson

"Designing for edge cases can lead to solutions everyone wants to use because they’re more comfortable and inclusive."

Billy Carlson

Ideation tips for Product Managers

December 6, 2022

Megan Blocker

"I think you can't be good at research unless you're also good at getting that research across."

Megan Blocker Mujtaba Hameed Victor Udoewa

Panel: Excellence in Impact

March 25, 2024

Jane Reid

"We prepare intensively for the logistics and safety of participants but rarely prepare ourselves for the emotional impacts."

Jane Reid Janice Hannaway

Self-care in User Research

April 2, 2020

Susan Simon-Daniels

"Steve just talked about humans being humans in a world full of humans."

Susan Simon-Daniels

War Stories LIVE! Susan Simon-Daniels

March 30, 2020