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’s design ops team evolved into a CX ops team to better align with the company’s transformation into an experience-focused organization.
-
•
Centralizing and streamlining incoming project requests significantly improved the team’s ability to prioritize and onboard work quickly.
-
•
Using ‘superpower’ metaphors helped the team frame operational capabilities like speed, telepathy, and flight in a relatable and engaging way.
-
•
Teleportation as a superpower represents the team’s use of integrated data tools for real-time org design and headcount planning.
-
•
Telepathy relates to proactive recruitment and resource planning processes that anticipate talent needs before they arise.
-
•
Adopting new tools and building operational playbooks (‘super gadgets’) accelerates team productivity and scalability.
-
•
Flight symbolizes adaptability and the ability to pivot quickly in response to change, crucial in a large, evolving organization.
-
•
Super intelligence is embodied by the team’s role as a knowledge hub, sharing information to empower stakeholders and avoid communication gaps.
-
•
Super strength highlights the importance of resilience, strategic partnerships, customer obsession, and endurance in sustaining impact.
-
•
The team acknowledges ‘kryptonite’ challenges like burnout and miscommunication, emphasizing the need for clear communication and collaborative culture.
Notable Quotes
"We’re powering a 300 plus organization of designers, researchers, program managers, and strategists."
"Design ops is undergoing a transformation into a CX focused team with a refined mission to drive efficiency and customer experience excellence."
"Super speed means enabling rapid onboarding by centralizing and streamlining a previously disparate process."
"Teleportation lets us move throughout the organization by building tools that gather disparate data for real-time decision making."
"Telepathy as mind reading means proactively building a talent pipeline and improving recruitment processes."
"Flight is about adaptability – being ready to switch gears and pivot quickly in a global and changing environment."
"Super intelligence is the power to gather and share knowledge consistently to ensure no gaps in communication."
"Super strength is the resilience and endurance to partner and drive strategic impact backed by customer obsession."
"You should take risks, and if you fail, you need to fail fast and pivot immediately."
"We are stronger when we work together towards a unified goal – that’s our super healing power."
Dig deeper—ask the Rosenbot:
More Videos
"A lot of these companies have founders or investors who are themselves doctors or diabetic patients."
Daniel J. RosenbergDigital Medicine Design
September 26, 2019
"Dark patterns are UI designs that trick or manipulate users into doing something they wouldn't otherwise do or that go against their or society’s best interests."
Craig VillamorDesign Systems for Ethical Design
January 26, 2023
"If you want to go fast, go alone; if you want to go far, go together."
Dean BroadleyNot Black Enough to be White
January 8, 2024
"Having a business background is almost the oldest form of product management, but great product requires balancing design and tech too."
Kevin M. HoffmanTheme 2: Enterprise Team Journey
June 3, 2019
"UX research marketing is the strategy behind and implementation of intentional effective promotion and communication of who UX research is and what UX research does."
Molly FargotsteinMultipurpose Communication & UX Research Marketing
September 12, 2019
"Building personal relationships with data scientists and aligning team goals melts away silos and incentives."
William Newton Jenny ChangHow to Lead With Data, and Without Data
June 7, 2023
"I like to find talent that’s the most unique and not overlapping other roles."
Holly ColePanel Discussion: Growing People and Teams
November 8, 2018
"Where else are you gonna hear these stories and learn from all the various corners of our practice?"
Jon FukudaTheme 3 Intro
September 25, 2024
"If you want an accessible app on iOS and Android, using the standard native APIs and controls will get you there."
Sam ProulxMobile Accessibility and You
June 9, 2022
