CX Automation Performance Analyst

About the role

The CX Tooling & Innovation team at Betterment is responsible for the systems, AI programs, and automation that power our customer experience. Shipping AI is only half the job - keeping it performing is the other half. As our CX Automation Performance Analyst, you own the post-launch life of our AI programs. You ensure that what gets launched keeps working, keeps improving, and is well-documented enough that the whole organization can benefit from it. You'll serve as the primary administrator of net-new AI tooling (VoiceAI, Zendesk AI agents, and others) after launch, owning ongoing configuration, optimization, and performance management. This includes tuning AI agent behavior, updating knowledge sources, adjusting conversation flows, managing prompt configurations, and validating output quality on an ongoing basis. In your first year, we expect every live AI program to have a performance dashboard with clear KPIs and a regular review cadence, an active optimization backlog producing measurable gains quarter over quarter, complete and current AI documentation being actively used across the organization, and no AI program drifting quietly - degradation is caught early and addressed with a clear plan. This is a salaried, exempt role that is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Washington, D.C., & Orange County, CA. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location. Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment's total compensation package for employees. Posting range: $110,000 - $140,000 We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits, FSA/HSA, and 401(k)with employer match as well as a generous PTO policy. A day in the life 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 analys

Benefits

Additional Information

About Betterment Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission, to empower people to build wealth with confidence and ease. We're headquartered in NYC and offer hybrid NY-based positions (four days/ week in-office, with no required office days during the summer and winter holidays).

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