# CX Automation Performance Analyst

**Company:** [Betterment](https://hotfix.jobs/companies/betterment)
**Location:** Remote
**Role:** Data Analytics
**Salary:** $110k – $140k/yr
**Skills:** Zendesk Explore, Looker, Tableau, Zendesk Ai, Voiceai, Chatbots, Data Visualization, SQL, Ai Performance Monitoring, Qa Processes
**Posted:** 2026-04-24

> Owns post-launch performance, optimization, and administration of AI tools powering customer experience. Builds dashboards, manages incidents, documentation, and feedback loops for AI programs like Zendesk AI agents and VoiceAI, requiring data analysis and Zendesk expertise.

## Job Description

## Responsibilities
- Build and maintain dashboards tracking performance across all live AI programs (automation rate, containment, AHT, CSAT, model quality) using 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 incident response process for AI quality issues: triage, escalate, drive resolution with post-mortem.
- Serve as primary admin for net-new AI tooling post-launch (VoiceAI, Zendesk AI agents).
- Maintain active optimization backlogs for launched programs.
- Drive post-launch iteration with Chatbot Strategy Manager and tooling teams.
- Own AI program documentation library: runbooks, flow documentation, QA procedures, training guides.
- Maintain records of AI program behavior, guardrails, and change history for compliance.
- Partner with CX AI & Automation Manager during launch phases.
- Build feedback loops from AI performance data to inform leadership decisions.

## Requirements
- Hands-on experience analyzing performance data from AI or automation tools in a support environment.
- Understanding of AI failure modes (hallucination, model drift, guardrail gaps, intent misclassification) and designing QA processes.
- Proficiency with data visualization tools (Zendesk Explore, Looker, Tableau) and writing queries.
- Strong documentation skills.
- Analytical, detail-oriented, comfortable with dashboards and QA analysis.
- Experience with Zendesk (or comparable) and AI tools (Zendesk AI, Decagon).
- Experience in fintech, financial services, or regulated industry.
- Continuous improvement mindset and systems thinking.

## Compensation
Base salary: $110,000 - $140,000 (USD). Competitive equity package, health/dental/vision benefits, 401(k) with employer match, generous PTO.

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**Canonical:** https://hotfix.jobs/jobs/208f78d2-4f16-4ac1-8f4e-83b670ca433e