Lead Journey Architect

GitLab

1d•Remote

About The Position

As a Lead/Principal Journey Architect on GitLab's Digital Customer Outcomes team, you will connect programs into customer journeys that drive meaningful customer actions, retention, consumption, and revenue outcomes. You will own journey design and service blueprints, initially for priority cohorts and ultimately across products, personas, and named, pooled, and digital coverage models. The role reports to the Vice President, Digital Customer Outcomes and is an individual-contributor position at L5 (Lead/Staff) or L6 (Principal), depending on experience and scope. At L5, you will lead journey design and builds for priority cohorts. At L6, you will own the journey framework across products, personas, and coverage models with division-wide influence. Digital Orchestration runs journeys day to day; you remain accountable for outcomes and continuous improvement. You will design journeys around business outcomes and customer actions; determine appropriate self-serve, AI-assisted, or human-led steps and handoffs; and coordinate channels such as in-product guidance, email, events, and community. You will create service blueprints with CX Operations and detailed journey specifications, including triggers, audiences, content, handoffs, owners, and metrics. You will coordinate partner teams and dependencies to launch journeys to plan, then work with Digital Orchestration and the Digital Outcomes Data/Insights partner to measure and optimize live journeys. You will also serve as the directly responsible individual for the under-$10,000 digital journey in FY28. The role works across CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals, and CX Services to align customer touchpoints and digital and human handoffs. GitLab states that all roles are remote, though some may have location-based eligibility requirements.

Requirements

Senior experience in customer journey design, service design, or digital customer success.
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.
Comfort defining customer signals, triggers, and success metrics; interpreting funnel conversion; and running tests.
Track record of leading complex cross-functional builds through launch without direct authority, including planning, managing dependencies, and coordinating stakeholders across many teams.

Nice To Haves

Experience in business-to-business software as a service.
Domain knowledge of DevOps or DevSecOps.

Responsibilities

Design customer journeys backward from business outcomes to meaningful actions, audiences, and engagement tactics.
Map cohort paths, timing, signals that customers need assistance, and interventions to help them get back on track.
Determine which journey steps are self-serve, AI-assisted, or human-led, and define handoffs between them.
Design journeys across in-product guidance, email, events, and community, selecting appropriate channels for each moment.
Build service blueprints with CX Operations documenting the people, systems, data, content, and handoffs behind touchpoints.
Launch journeys with documented blueprints, owners, and measurement-framework metrics, with a trigger, response, owner, and metric for every step.
Write journey specifications covering steps, triggers, audiences, channels, content, handoffs, and metrics.
Set build plans, coordinate partner teams, and clear dependencies to launch on time and to specification.
Specify content and self-service resources for journey steps and work with content teams to create and govern them.
Partner with Lifecycle Marketing on audience, sequencing, and delivery to coordinate customer journeys.
Hand live journeys to Digital Orchestration, remain accountable for outcomes, and establish regular optimization cycles with the Digital Outcomes Data/Insights partner.
Serve as the directly responsible individual for the under-$10,000 digital journey in FY28.
Measure journey coverage, step conversion, lift against holdout or comparison groups, meaningful actions, recovery after interventions, time to value, revenue influence, customer retention, and partner adoption of shared journeys and blueprints.
At L5, lead journey design and cross-functional builds for priority cohorts; at L6, own journey design and maintain a consistent framework across products, personas, and coverage models.