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
Briana Thomas
The Quiet Force: Uncovering Hidden Leadership in High-Impact Design Teams
2024 • DesignOps Summit 2024
Gold
Sofía Delsordo
Public Policy for Jalisco's Designers to Make Design Matter
2021 • Civic Design 2021
Gold
Michaela Mora
Advanced Concept Testing Approaches To Guide Product Development and Business Decisions
2022 • Advancing Research 2022
Gold
Josh Clark
Sentient Scenes and Radically Adaptive Experiences
2025 • Designing with AI 2025
Gold
Kim Fellman Cohen
Measuring the Designer Experience
2019 • DesignOps Summit 2019
Gold
Edward Cupps
The Principal Path: Journeying from Management to Individual Contributor
2021 • Design at Scale 2021
Gold
Anna Nguyen
Why Our Voice of the Customer is Better Than Yours
2022 • Advancing Research 2022
Gold
Rachael Dietkus, LCSW
The power to heal and harm
2025 • Advancing Research 2025
Gold
Marc Fonteijn
First Insights from the 2025 Service Design Salary(+) Report
2024 • Advancing Service Design 2024
Gold
Vanessa Varin
Feedback: The Other F-Word
2025 • DesignOps Summit 2025
Gold
Rachael Dietkus, LCSW
Leading through the long tail of trauma
2022 • Advancing Research Community
Jill Fruchter
Inconvenient Insights: The Researcher's Role is to Stay Curious
2023 • Advancing Research 2023
Gold
Neema Mahdavi
Operationalizing DesignOps
2018 • DesignOps Summit 2018
Gold
JD Buckley
COMMUNICATE: Discussion
2018 • Enterprise Experience 2018
Gold
Yalenka Mariën
Designing for Digital Inclusion in the Belgian Government
2021 • Civic Design 2021
Gold
Melissa Eggleston
Practical People Skills for Building Trust on Teams and with Partners
2021 • Civic Design 2021
Gold

More Videos

Robert Fabricant

"It is okay to be vulnerable as a facilitator and to ask for co-facilitation with someone closer to the problem."

Robert Fabricant Sahibzada Mayed Nidhi Singh Rathore

Industry junctures: Paths forwards for UXR and the critical decisions that get us there [Advancing Research Community Workshop Series]

October 2, 2024

Vanessa Varin

"Feedback is a system. It's not just a pile of comments. It needs to be choreographed, timed, sequenced, and aimed to move the work."

Vanessa Varin

Feedback: The Other F-Word

September 10, 2025

Isaac Heyveld

"The persona of a goalkeeper is helping to triage and prioritize strategy and work for the executive."

Isaac Heyveld

Expand DesignOps Leadership as a Chief of Staff

September 8, 2022

Tutti Taygerly

"Leadership can be quiet, craft-focused, and does not depend on titles."

Tutti Taygerly

Make Space to Lead

June 12, 2021

Rachael Dietkus, LCSW

"The community is a big tent - welcoming diverse perspectives and geographies to define and shape civic design."

Rachael Dietkus, LCSW Victor Udoewa Jennifer Strickland

Everything You Need to Know about the Civic Design 2022 Call for Presentations

May 17, 2022

Jack Moffett

"It's not about hitting a specific NPS target but about improving from where we are now and tracking the trend."

Jack Moffett

UX Metrics That Matter and The Future of our Design at Scale Conference: A Community Conversation

September 22, 2022

Lavy Kumar

"Bringing tasks directly into meetings lets you work where collaboration is happening without jumping between tools."

Lavy Kumar Kat Temple Shan Sebastian Tara Jensen Jenn Chou

Future of Work

June 9, 2021

Milan Guenther

"Enterprises are basically people pursuing outcomes, doing activities, and using objects—this simple theory underpins the language of Edgy."

Milan Guenther

A Shared Language for Co-Creating Ambitious Endeavours

June 6, 2023

Rachael Dietkus, LCSW

"What if we moved at the speed of care, support, and hospitality instead of just the speed of trust?"

Rachael Dietkus, LCSW

Trauma-Responsive Design: Reimagining the Future of Design Now

December 10, 2021