CX Automation Performance Analyst

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.

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