CX Automation Performance Analyst

Betterment·Remote(Remote )
Data & Analytics
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WFA Digital Insight

The demand for skilled professionals in customer experience automation is on the rise, with a 25% increase in job postings over the past year. As companies like Betterment continue to invest in AI-driven solutions, the need for experts who can optimize and maintain these systems is becoming increasingly important. With the ability to work remotely, this role offers a unique opportunity for professionals to showcase their skills in AI performance management and analytics, while being part of a leading financial services company. Before applying, candidates should be aware of the importance of staying up-to-date with industry trends and developments in AI technology.

Job Description

About the Role

The CX Automation Performance Analyst is a critical role at Betterment, responsible for ensuring the optimal performance of AI-powered customer experience tools. As part of the CX Tooling & Innovation team, this position plays a key part in maintaining and improving the company's automation systems, including VoiceAI, Zendesk AI agents, and other AI-driven solutions. The successful candidate will have a strong background in analytics, AI performance management, and a passion for delivering exceptional customer experiences.

The role is remote-eligible, offering the opportunity to work from anywhere, while being part of a collaborative and dynamic team. With a focus on continuous improvement and optimization, this position requires a proactive and results-driven individual who can drive performance enhancements and resolves issues efficiently.

Betterment is a leading financial services company that offers a range of innovative solutions, including investing, savings, and retirement products. With a strong mission to empower people to build wealth with confidence and ease, the company is committed to delivering exceptional customer experiences through cutting-edge technology and AI-driven tools.

What You Will Do

  • Develop and maintain performance dashboards for all live AI programs, tracking key metrics such as automation rate, containment, AHT, CSAT, and model quality
  • Identify and address performance degradation, intent gaps, hallucination, model drift, and guardrail failures across AI-powered tools and automation workflows
  • Own the incident response process for AI quality issues, including triage, escalation, and resolution with clear post-mortems
  • Serve as the primary administrator for new AI tooling post-launch, including configuration, optimization, and performance management
  • Maintain active optimization backlogs for launched programs, ensuring continuous improvement and outcomes-driven iteration
  • Collaborate with the Chatbot Strategy Manager and tooling teams to drive post-launch iteration and track outcomes rigorously
  • Develop and implement clear documentation for AI programs, ensuring that knowledge is shared across the organization
  • Work closely with cross-functional teams to identify areas for process improvement and implement changes to enhance customer experience

What We Are Looking For

  • 3+ years of experience in AI performance management, analytics, or a related field
  • Strong background in data analysis, statistics, and machine learning
  • Experience with AI-powered customer experience tools, such as VoiceAI, Zendesk AI agents, or similar technologies
  • Knowledge of cloud-based automation platforms and AI-driven solutions
  • Excellent problem-solving skills, with the ability to drive resolution and implement process improvements
  • Strong communication and collaboration skills, with experience working with cross-functional teams
  • Bachelor's degree in Computer Science, Mathematics, Statistics, or a related field

Nice to Have

  • Experience with natural language processing (NLP) and machine learning algorithms
  • Knowledge of agile development methodologies and version control systems
  • Familiarity with data visualization tools, such as Tableau or Power BI
  • Certification in AI, machine learning, or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a leading financial services company
  • Remote-eligible role with flexible working arrangements
  • Access to cutting-edge technology and AI-driven tools
  • Collaborative and dynamic team environment
  • Professional development opportunities, including training and certification programs
  • Comprehensive health, dental, and vision benefits
  • 401(k) with employer match and generous PTO policy

How to Stand Out

  • When applying for this role, highlight your experience with AI-powered customer experience tools and automation platforms.
  • Be prepared to provide examples of your problem-solving skills and ability to drive process improvements.
  • Show a strong understanding of data analysis, statistics, and machine learning concepts.
  • Emphasize your ability to work collaboratively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
  • Consider including a portfolio or examples of your work with AI-driven solutions and automation tools.
  • Be prepared to discuss your experience with agile development methodologies and version control systems.

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