CX Automation Performance Analyst

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. 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 This job may also be eligible for variable compensation in the form of a company incentive bonus. 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 What We're looking for 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" Join a team built on these core values We change lives Be a part of a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission; to empower people to build wealth with confidence and ease . We set audacious goals We set them for the company, our customers, and ourselves, and we won’t stop until we reach them. We don’t just show up; we give our all, then celebrate our wins. We value all perspectives When we collaborate, we're at our best. We believe diverse perspectives lead to better outcomes and strive to uphold our supportive and inclusive community. We simplify financial services We’re financial services pioneers, always finding new ways to improve, optimize, and enhance. Constant improvement is in our DNA. Our Commitment to Your Total Well-being: We offer a competitive suite of benefits , including 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 Ownership: Equity for all employees, including new hire and refresher grants. Time: Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year. Growth: Company-paid professional coaching for all employees. Wealth: Day-one 401(k) match plus matching on qualified student loan payments. What happens next We’ll take a few weeks to review all applications. If we’d like to spend more time with you, we’ll reach out to arrange next steps, which will include 3-4 sets of meetings with your future colleagues. In the interview process, we’ll look to learn more about your skills, experiences, capabilities, and motivators. Many of our questions will be aimed at understanding how you might operate here at Betterment. Depending on the role, we may ask you to complete a case study exercise or technical assessments, as we want to collect a robust set of data points to better inform our decisions. On average, it takes us around 3-5 weeks to make a hiring decision, depending on your availability and sense of urgency. As a best practice, we aim to interview at least 2-3 final round candidates before making a hiring decision. Please note that, as we usually receive an overwhelming number of applications for open positions, we’re unable to offer individual feedback during the interview process. We recognize that interviewing for a new role is a big deal. We appreciate you considering Betterment as the next step in your career, and our Recruiting Team is here to support and advocate for you through the interview process! Betterment is dedicated to providing accommodations to candidates upon request. If you need accommodations at any point throughout the interview process, please reach out to your recruiter. Please note that in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Come join us! We’re an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender (including gender nonconformity and status as a transgender or transsexual individual), sexual orientation, marital status, age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, predisposing genetic characteristic, domestic violence victim status, arrest records, or any other characteristic protected under applicable federal, state or local law.