# Senior Journey Architect

**Company**: GitLab
**Location**: Remote, United States
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Product Management
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gitlab/jobs/8927560002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e4299768-214

## Description

GitLab is seeking a Senior Journey Architect to design journeys that turn meaningful customer actions into retention, consumption, and revenue outcomes.

As a Journey Architect on GitLab's Digital Customer Outcomes team, you'll own journey design and service blueprints for assigned customer cohorts, products, or coverage models, leading cross-functional work from design through launch.

**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 journey coverage, step conversion, lift against comparison groups, meaningful actions, recovery after interventions, time to value, and influence on retention.

**Requirements:**

- Experience in customer journey design, service design, or digital customer success.

- A track record of turning journey designs into launched programs with measurable 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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## Skills

### Required
- customer journey design
- service design
- digital customer success
- journey orchestration
- in-app guidance
- marketing automation platforms

### Nice to have
- business-to-business software as a service
- development and operations (DevOps)
- development, security and operations (DevSecOps)

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gitlab/jobs/8927560002?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)