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

💸 Finance

💳 Fintech

👥 B2C

💰 $100M Debt Financing on 2021-09

Finance • Fintech • B2C

Betterment is an investing and savings app that aims to help individuals grow their money efficiently. It offers tools for goal-setting and planning at no extra cost, alongside features like automated investing and trading. For a low, transparent fee, users can manage their investments, savings, and everyday spending to maximize their financial growth. With a focus on making investing simple and straightforward, Betterment assists people in achieving their financial goals, whether that's saving for retirement or managing their finances more effectively.

📋 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