Description
GitLab is seeking a Lead Journey Architect to connect programs into customer journeys that drive meaningful actions, retention, consumption, and revenue outcomes.
As a Lead/Principal Journey Architect on GitLab's Digital Customer Outcomes team, you'll own journey design and service blueprints, starting with priority cohorts and expanding across products, personas, and named, pooled, and digital coverage models.
Responsibilities:
- Design journeys backward from business outcomes to meaningful customer actions, audiences, and engagement tactics.
- Decide which steps are self-serve, AI-assisted, or human-led, and define the handoffs between them.
- Build service blueprints with Customer Experience (CX) Operations, documenting the people, systems, data, content, and handoffs behind each touchpoint.
- Write journey specifications covering steps, triggers, audiences, channels, content, handoffs, and metrics.
- Hand live journeys to Digital Orchestration to run, remain accountable for their outcomes, and build in regular optimization cycles.
- Measure live, measured journey coverage across products, personas, and coverage models, step conversion, lift against a holdout or comparison group, meaningful actions, recovery after interventions, time to value, and influence on revenue and customer retention.
Requirements:
- Senior experience in customer journey design, service design, or digital customer success.
- A track record of turning journey designs into launched programs with measurable adoption, retention, or expansion outcomes.
- Hands-on experience building service blueprints and designing handoffs between digital and human teams.
- Working knowledge of journey orchestration, in-app guidance, and marketing automation platforms.
Benefits:
- Benefits to support your health, finances, and well-being
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and Development Fund
- Parental Leave
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