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
"This is us. This is all of us in this room. That could be your mom or your son or your daughter or you that have been through that."
Robert SchwartzWe're Here for the Humans
June 9, 2017
"Knowledge creation, distribution, application, and evaluation form a reusable circular process, not a linear one."
Alëna IouguinaDesigning Systems at Scale
November 7, 2018
"End your day by writing the to-do list for tomorrow; it’s easy to get distracted when you’re not in a full-time gig."
Greg PetroffExit Interview #1: Greg Petroff: From Silicon Valley Executive to Sonoma County Possibilitarian
September 24, 2025
"Unless your products yield exceptional emotional value, they’re not going to succeed."
Kelly GotoEmotion Economy: Ethnography as Corporate Strategy
May 13, 2015
"Data is a language you need to learn to speak and a mindset that must be continuously practiced."
William Newton Jenny ChangHow to Lead With Data, and Without Data
June 7, 2023
"Secondary research becomes a primary choice in user research in the age of AI."
Joerg Beringer Thomas GeisScaling User Research with AI: Continuous Discovery of User Needs in Minutes
September 10, 2025
"The Rosen Bot can turn a simple prompt into a five-week training program for your team."
Louis Rosenfeld Peter Van DijckGenAI for UXers: A Rosenbot Demo and Discussion
September 11, 2025
"By default, you’re getting I am very confident of my answers."
Trisha Causley[Demo] Complexity in disguise: Crafting experiences for generative AI features
June 5, 2024
"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
