CX Automation Performance Analyst

Betterment

CX Automation Performance Analyst managing the post-launch life of AI programs at Betterment. Ensuring optimal performance and documentation for customer experience AI tools.

Posted 4/24/2026full-timeRemote • California, District of Columbia, Florida, Massachusetts, New York, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $110,000 - $140,000 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisQA processesdata visualizationdashboard buildingquery writingperformance trackingincident responseoptimizationdocumentationpattern recognition

Soft Skills

analyticaldetail-orientedstrong documentationcontinuous improvement mindsetsystems thinkingorganizationalcommunicationcollaborationproblem-solvingfeedback integration