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
"Lauren Cantor is a heavy hitter gathering all the really good resources and putting them together."
Uday Gajendar Louis RosenfeldDay 2 Welcome
June 5, 2024
"Everyone was doing a little bit of design ops here and there, which created a lot of gray area around decision making."
Michelle ChinThe DesignOps Starter Kit
September 29, 2021
"Managing a loud participant is not about dimming their voice but ensuring other voices are heard too."
Taiye Akin-AkinyosoyeAmplifying voices and enhancing user research through group interviews
March 12, 2025
"Make yourself the magnet. Be the person who models adaptive learning so others want to join."
Jen BriselliLearning is the north star: service design for adaptive capacity
November 19, 2025
"Don’t make the spotlight about yourself; give it back to the people doing great work in your organization."
Nick CochranGrowing in Enterprise Design through Making Connections
June 3, 2019
"The executive’s interpretation was completely out of line with the customers’ realities."
Robin BeersBeyond Insights: Researchers as Organizational Change Catalysts
March 25, 2024
"Every group has their own vocabulary that signals belonging, but jargon can become a barrier to understanding."
Joshua GravesWe Need To Talk: Managing Ludicrous Requests at Work (Part 3 of 3)
May 12, 2025
"Start small, try to learn as you go, and set realistic expectations to avoid being humbled when things go live."
Shan ShenTranslating UX Terms into Business Contexts
November 29, 2023
"It is not our job to know all the answers, but to make sure the right questions are asked."
Jay BustamanteNavigating the Ethical Frontier: DesignOps Strategies for Responsible AI Innovation
October 2, 2023
