[Remote] CX Automation Performance Analyst

Note: The job is a remote job and is open to candidates in USA. Betterment is a leading, technology-driven financial services company that offers investing, savings, and retirement solutions. The CX Automation Performance Analyst is responsible for managing the post-launch performance of AI programs, ensuring they function effectively and continuously improve through ongoing optimization and documentation.

Responsibilities

• 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

Skills

• 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

• Medical, dental, and vision coverage
• Life and AD&D insurance
• Short- and long-term disability
• Infertility support and WPATH-aligned transgender health benefits
• An Employee Assistance Program (EAP)
• Transit benefits and FSA and HSA options
• Equity for all employees, including new hire and refresher grants.
• Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year.
• Company-paid professional coaching for all employees.
• Day-one 401(k) match plus matching on qualified student loan payments.

Company Overview

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