CX Automation Performance Analyst

Responsibilities

• Build and maintain performance dashboards for AI programs using tools like Zendesk Explore or Looker
• Identify AI failure modes including hallucination, model drift, and intent gaps
• Own the incident response process for AI quality issues and drive resolutions
• Serve as primary administrator for AI tooling such as VoiceAI and Zendesk AI agents
• Maintain optimization backlogs and drive post-launch iterations
• Manage the AI program documentation library including runbooks and QA procedures
• Partner with CX AI & Automation Manager to establish performance baselines
• Build feedback loops from AI data to inform product and engineering decisions

Requirements

• Hands-on experience analyzing performance data from AI or automation tools
• Understanding of AI failure modes like hallucination and model drift
• Proficiency with data visualization tools such as Zendesk Explore, Looker, or Tableau
• Experience with Zendesk or comparable CX platforms
• Experience with AI tools such as Zendesk AI or Decagon
• Experience in fintech, financial services, or a regulated industry
• Strong documentation and analytical skills

Benefits

• Medical, dental, and vision coverage
• Equity grants for all employees
• Flexible paid time off and paid parental leave
• Four-week sabbatical in sixth year
• 401(k) match and student loan payment matching
• Company-paid professional coaching

About the Company

Betterment is a leading, technology-driven financial services company that offers investing, savings and retirement solutions for retail investors and investment advisors.