Betterment logo
Betterment

Based in New York, New York; Betterment is an automated investing service. An award winning company, Betterment won the 2014 Disruptor 50 and was a Webby award

CX Automation Performance Analyst

Location

California + 5 moreAll locations: California | District Of Columbia | Florida | New York | Massachusetts | Washington

Posted

42 days ago

Salary

$110K - $140K / year

Seniority

Senior

Bachelor DegreeEnglishTableau

Job Description

CX Automation Performance Analyst

Betterment

• 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

Job 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

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