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

Key Insights

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  Verizon’s design ops team evolved into a CX ops team to better align with the company’s transformation into an experience-focused organization.

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  Centralizing and streamlining incoming project requests significantly improved the team’s ability to prioritize and onboard work quickly.

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  Using ‘superpower’ metaphors helped the team frame operational capabilities like speed, telepathy, and flight in a relatable and engaging way.

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  Teleportation as a superpower represents the team’s use of integrated data tools for real-time org design and headcount planning.

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  Telepathy relates to proactive recruitment and resource planning processes that anticipate talent needs before they arise.

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  Adopting new tools and building operational playbooks (‘super gadgets’) accelerates team productivity and scalability.

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  Flight symbolizes adaptability and the ability to pivot quickly in response to change, crucial in a large, evolving organization.

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  Super intelligence is embodied by the team’s role as a knowledge hub, sharing information to empower stakeholders and avoid communication gaps.

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  Super strength highlights the importance of resilience, strategic partnerships, customer obsession, and endurance in sustaining impact.

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  The team acknowledges ‘kryptonite’ challenges like burnout and miscommunication, emphasizing the need for clear communication and collaborative culture.

Notable Quotes