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
"Empathy and imagination combined with collaboration behaviors can help us live together more peacefully and improve the world."
Julie Gitlin Esther RaiceDesign as an Agent of Digital Transformation at JPMC
June 9, 2021
"If I can't make the actual playbook available, I'm very happy to talk about what it consists of and how we did it."
Maria SkaadenPanel Discussion: Methodologies and Work Environments
November 8, 2018
"These brand new practitioners can bring fresh perspectives and new ways of thinking to hopefully see current problems in a new light."
Laine Riley Prokay Lisa GordonCarving a Path for Early Career DesignOps Practitioners
September 9, 2022
"If organizations don’t keep content organized, it becomes less usable and less useful over time."
Jorge ArangoScale Smart: AI-Powered Content Organization Strategies
September 24, 2024
"Cohorts are a super duper fun way to engage with more of our community."
Bria AlexanderOpening Remarks
March 29, 2023
"If you don’t operationalize content early, you end up with last minute crunches breaking the design."
Jon Fukuda Jake Burghardt Jose Coronado Natalie Dunbar Denise TillesAll the Ops: Successful cross-functional collaboration
September 10, 2025
"Great practices help you do more with less and work smarter, not harder."
Michelle MorrisonPractice What You Preach
January 8, 2024
"Creating shared coding schemes and having teams do first-pass coding helps maintain consistency in qualitative analysis."
Clemens Janssen Jane DavisEfficiently Scaling Research as a Team of One
March 28, 2023
"Please read our site’s code of conduct — it ensures we all treat each other with kindness and respect."
Bria AlexanderOpening Remarks
June 11, 2021
