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
"It is your job because no one else is coming to ensure we do the right thing with what we build."
Mariah Hay Marina Martin Husani Oakley Eduardo OrtizBUILD: Discussion
June 14, 2018
"User choice can include opting for a higher carbon or lower carbon version of the same content."
Ned Gartside Mike Gifford Zoe Lopez-Latorre Tzviya SiegmanNavigating accessibility and climate
April 17, 2024
"Designers have a set of superpowers that give us a unique ability to envision a better future."
Doug PowellDesignOps and the Next Frontier: Leading Through Unpredictable Change
September 11, 2025
"Product design roles today usually expect a mix of interaction design and visual design skills."
Dave Hoffer Joanne WeaverUX Job Search AMA #3 with Joanne Weaver and Dave Hoffer
July 16, 2025
"People rarely spend time to self reflect, but visual tools help engage them."
Jason MesutShaping design, designers and teams
November 8, 2018
"Our PI planning events are like 600 people strong, including representatives from across our 6,000 person company."
Jack MoffettSAFe or Sorry?
May 29, 2019
"Sharing war stories helps illustrate the necessity of flexibility and being present in the moment."
Steve Portigal Susan Simon-Daniels Tamara Hale Randolph Duke IIWar Stories LIVE! Q&A-Discussion
March 30, 2020
"The service center redesign with IDEO turned a crowded, intimidating place into a five-star hotel experience with name calls and family cabanas."
Maish NichaniSparking a Service Excellence Mindset at a Government Agency
December 9, 2021
"Onboarding is a marathon, not a sprint. Spread knowledge transfer over a feasible timeline."
Dante GuintuHow to Crush the Talent Crunch
September 8, 2022
Latest Books All books
Dig deeper with the Rosenbot
How can storytelling methods like warm data support understanding complexity in organizations?
What role does co-creation play in uncovering gaps and opportunities between collaborating organizations?
What signs indicate an organization is ready to experiment with coordinated collaboration approaches?