[Hiring] CX Automation Performance Analyst @Betterment

Role Description

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.

• Serve as the primary administrator of net-new AI tooling (VoiceAI, Zendesk AI agents, and others) after launch.
• Own ongoing configuration, optimization, and performance management.
• Tune AI agent behavior, update knowledge sources, adjust conversation flows, manage prompt configurations, and validate output quality on an ongoing basis.
• Ensure every live AI program has a performance dashboard with clear KPIs and a regular review cadence.
• Maintain an active optimization backlog producing measurable gains quarter over quarter.
• Ensure complete and current AI documentation is actively used across the organization.
• Address degradation early with a clear plan.

Qualifications

• 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.
• Proficiency with data visualization and reporting tools (e.g., Zendesk Explore, Looker, Tableau, or similar).
• Strong documentation skills — clear writing, good organization, and building usable resources.
• 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.

Requirements

• Build and maintain dashboards tracking performance across all live AI programs — automation rate, containment, AHT, CSAT, and model quality metrics.
• Identify performance degradation, intent gaps, hallucination, model drift, and guardrail failures.
• Own the incident response process for AI quality issues — triage, escalate, and drive resolution with a clear post-mortem.
• Maintain active optimization backlogs for launched programs.
• Drive post-launch iteration in partnership with the Chatbot Strategy Manager and tooling teams.
• 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.
• Partner with the CX AI & Automation Manager during launch phases to establish performance baselines.
• Build feedback loops from AI performance data to inform product, engineering, and CX leadership decisions.

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 and 401(k) with employer match.
• Generous PTO policy.