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
"I was absolutely adamant about not giving work away for free."
Joseph Williams Nepani Birondo Matt Readman Allison NgoUnlocking impact and influence through inclusive hiring in research
December 16, 2021
"Co-creating operating models with our teams helps us remain resilient even when things get a little hairy and squirrely."
Bria AlexanderTheme 1 Intro
September 23, 2024
"If you don’t test, you’re relying on opinion, which can drastically degrade the customer experience."
Erin WeigelReal-world lessons to improve your conversion rates
June 26, 2024
"You will have zero successes if you’re not trying it all."
Jacqui Frey Alison RandSetting the Table for Dynamic Change
October 24, 2019
"Research waste turns into research wealth when insights are properly activated inside organizations."
Kate Towsey Jake BurghardtResearchOps AMA with Kate Towsey & Jake Burghardt
October 16, 2025
"Playing the infinite game means tending the garden continuously; service excellence is a continuous effort not a finite project."
Maish NichaniSparking a Service Excellence Mindset at a Government Agency
December 9, 2021
"If we skip the discover phase, we don’t understand the problem and end up designing something irrelevant."
Yunyan Li Anna Le Jen KimUX Best Practices
June 11, 2021
"Please be nice, respect each other, and carry yourself as if you were at your day job."
Bria AlexanderOpening Remarks
June 10, 2021
"It was a tax I had to pay my entire career — balancing the work and trying to lift my community."
Dantley DavisLeadership & Diversity—A Fireside Chat with Dantley Davis
September 17, 2020
