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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