Flex Your Super Powers: When a Design Ops Team Scales to Power CX

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