CX Strategy Specialist

About the team + role

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. We’re looking for bold thinkers. Sharp problem-solvers. Builders who are wired to make an impact. Robinhood isn’t a place for complacency, it’s where ambitious people do the best work of their careers. We’re a high-performing, fast-moving team with ethics at the center of everything we do. Expectations are high, and so are the rewards. 

The CX Operations Strategy team’s mission is to ensure that every Robinhood customer receives seamless, scalable, and high-quality support. We advocate for the customer by translating feedback into actionable solutions across Robinhood’s product and operational landscape.

As a Strategy Lead, you will help shape the future of customer experience at Robinhood! You’ll act as the functional owner of a product line, serving as the vital link between customers, CX agents, leadership, and product teams. You’ll be instrumental in refining processes, optimizing quality, and delivering high-impact improvements that drive satisfaction and operational efficiency.

This role is based in our Chicago, IL; Denver, CO; and Westlake, TX offices, with in-person attendance expected at least 3 days per week.

At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams.

What you’ll do

• Lead initiatives to enhance customer satisfaction by optimizing support processes, launching new products, and gathering feedback from customers and agents
• Act as the CX Operations liaison to Product and Engineering teams, ensuring the customer voice is integrated into product and process decisions
• Own end-to-end execution of product readiness, including launch documentation, post-mortems, and stakeholder communication
• Identify and resolve gaps in process and operational readiness to reduce customer and agent friction
• Foster strong internal relationships to develop agent feedback loops, support change management efforts, and ensure process documentation remains current

What you bring

• 4-5+ years of relevant experience in operations, strategy, or customer experience, with a strong ability to manage large-scale initiatives independently
• Ability to build relationships and collaborate across multiple teams to influence decisions and execute on priorities
• Exceptional organizational and project management skills with attention to detail and comfort navigating ambiguity
• Strong analytical skills, with proficiency in data interpretation to inform business decisions; SQL knowledge is a plus
• Preference for Active FINRA licenses and supervisory licenses (e.g., 7, 63, 9/10, 24) or willingness to obtain where functionally necessary

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.