CX Automation Performance Analyst

🕒 April 24

🏄 California, District of Columbia, +4 more states – Remote

🏄 California – Remote 🏛️ District of Columbia – Remote 🐊 Florida – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote ☕ Washington – Remote

💵 $110k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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Betterment

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 $100M Debt Financing on 2021-09

Betterment is an investing and savings app that serves one purpose—to help you grow your money, so that you can live better. Sign up effortlessly to get goal-setting and planning tools at no extra cost. For one low, transparent fee, you can invest your money with automatic deposit and trading features that put your money to work. Earn with interest and investment growth—plus maximize your savings with rewards on your everyday spending. Learn more at Betterment.com. Investing involves risk and performance not guaranteed.

📋 Description

• Build and maintain dashboards tracking performance across all live AI programs — automation rate, containment, AHT, CSAT, and model quality metrics — using tools like Zendesk Explore, Looker, or similar • Identify performance degradation, intent gaps, hallucination, model drift, and guardrail failures across Zendesk AI, chatbots, ticketbots, and automation workflows • Own the incident response process for AI quality issues — when performance degrades or a guardrail fails, you triage, escalate, and drive resolution with a clear post-mortem • Serve as the primary admin for net-new AI tooling post-launch — including VoiceAI platforms, Zendesk AI agents, and any other tools handed off from the implementation phase • Maintain active optimization backlogs for launched programs, ensuring improvements don't stall after initial implementation • Drive post-launch iteration in partnership with the Chatbot Strategy Manager and tooling teams, tracking outcomes rigorously • Own the AI program documentation library: runbooks, flow documentation, QA procedures, training guides, and internal knowledge base articles • Maintain accurate records of AI program behavior, guardrails, and change history to support compliance and audit readiness • Partner with the CX AI & Automation Manager during launch phases to establish performance baselines, define QA criteria, and ensure clean handoff documentation • Build feedback loops from AI performance data to inform product, engineering, and CX leadership decisions — your insights should shape what gets built next, not just what gets fixed

🎯 Requirements

• Hands-on experience analyzing performance data from AI or automation tools in a support environment • Understanding of common AI failure modes — hallucination, model drift, guardrail gaps, and intent misclassification — and the ability to design QA processes that catch them before they reach customers • Proficiency with data visualization and reporting tools (e.g., Zendesk Explore, Looker, Tableau, or similar) and comfortable writing queries to validate AI performance data • Strong documentation skills — you write clearly, organize well, and build resources people actually use • Analytical and detail-oriented: comfortable building dashboards, running QA analysis, and spotting patterns in messy data • Experience with Zendesk (or comparable CX platforms) and AI tools such as Zendesk AI, Decagon, or similar • Experience in fintech, financial services, or another regulated industry where AI outputs are subject to compliance review and audit • A continuous improvement mindset and systems thinker — you see how knowledge structure, prompt design, monitoring, and feedback loops connect, and you're never satisfied with "it launched".

🏖️ Benefits

• Competitive equity package • Health, dental and vision benefits • Life and AD&D insurance • Short-term and long-term disability insurance • EAP • Commuter and parking benefits • FSA/HSA • 401(k) with employer match • Generous PTO policy