CX Automation Performance Analyst

Benefits

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About this role

CX Automation Performance Analyst Remote 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

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