Experience Management Analyst

Summary

Join Dlocal, a leading payment company for developing countries, and help us expand in emerging markets. As an Experience Management Analyst, you will lead cross-functional projects focused on process improvements through AI-driven automation, enhancing operational efficiency and increasing value for our merchants. Key projects include designing and implementing an AI-powered support chat and migrating internal communications to a structured, data-driven system. This role requires a hands-on project manager with strong communication skills (English and Spanish), experience in customer experience environments, a data-driven mindset, and an interest in learning about AI. Experience with CRM management (ideally Intercom) is a plus. The ideal candidate is eager to learn and thrive in a global, agile environment.

Requirements

• Hands-on project manager with strong communications skills (English and Spanish)
• Experience and passion for customer experience environments
• Interest in learning about AI (technical knowledge is not required)
• Data driven mindset

Responsibilities

• Lead the implementation of cross-functional projects, primarily focused on process improvements through AI-driven automation
• These initiatives aim to enhance operational efficiency and increase the perceived value we deliver to our merchants
• Design and implement an AI-powered support chat to handle technical inquiries from merchants, improving response times and service consistency
• Migrate internal stakeholder communications from a decentralized, non-traceable system to a structured, data-driven model in Intercom — laying the groundwork for future AI-driven automation

Preferred Qualifications

Experience in CRM management (ideally Intercom)