CX Automation Performance Analyst

Betterment

Remote Actively hiring
Remote, USA Posted 34 days ago $110,000–$140,000 / year
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At a glance

AI generated

TL;DR

The CX Tooling & Innovation team at Betterment is seeking a CX Automation Performance Analyst, a senior-level role responsible for ensuring the ongoing performance and improvement of AI programs. This position involves post-launch administration of tools like VoiceAI and Zendesk AI agents, including configuration, optimization, and performance management. Daily tasks include building dashboards to track KPIs, identifying and addressing performance issues, maintaining documentation, and driving continuous improvements in partnership with cross-functional teams. The ideal candidate has experience with data visualization tools, a deep understanding of common AI failure modes, proficiency with Zendesk or similar CX platforms, and strong documentation skills. This role is critical for fintech compliance and requires an analytical mindset to ensure robust performance monitoring and optimization across all live AI programs.

Skills

Zendesk Looker Tableau Python SQL CI/CD PostgreSQL Kubernetes AWS Docker Git Jira Confluence Scrum Agile Grafana Prometheus Terraform

What you'll do

  • Manage post-launch configuration and optimization of AI tools like VoiceAI and Zendesk AI agents.
  • Build performance dashboards for live AI programs, tracking KPIs such as automation rate and CSAT.
  • Identify and address issues like model drift, hallucination, and guardrail failures in AI systems.
  • Maintain comprehensive documentation for AI programs to ensure compliance and support continuous improvement.
  • Drive incident response for AI quality issues, conducting post-mortem analyses to prevent recurrence.
  • Collaborate with CX teams to establish performance baselines and define QA criteria for new AI tools.

What we're looking for

  • Hands-on experience analyzing performance data from AI or automation tools.
  • Understanding of common AI failure modes and ability to design QA processes.
  • Proficiency with data visualization and reporting tools, comfortable writing queries.
  • Strong documentation skills for clear, organized, and usable resources.
  • Experience with Zendesk (or comparable CX platforms) and AI tools like Zendesk AI.
  • Background in fintech or financial services with compliance review experience.
  • Continuous improvement mindset and systems thinking approach to AI management.

Market check

Salary context

This $110,000–$140,000 range sits above 27% of similar postings on FindRole.

Peer median band

$124,000–$188,640

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$122,337–$203,350

Middle half of comparable postings.

Based on 239 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Betterment

Betterment is an automated investment service (robo-advisor) that uses technology to provide personalized investment management, retirement planning, and savings optimization at low cost for retail investors. Industry: Financial Technology & Wealth Management

Betterment currently has 16 open roles on FindRole.

Listed pay typically runs $200,000–$221,500 across 16 roles with salary data.

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