Senior Journey Architect

GitLab

1d•Remote

About The Position

As a Journey Architect on GitLab’s Digital Customer Outcomes team, you’ll design customer journeys that turn meaningful actions into retention, consumption, and revenue outcomes. You’ll own journey design and service blueprints for assigned customer cohorts, products, or coverage models, leading cross-functional work from design through launch. Digital Orchestration runs the journeys day to day, while you remain accountable for their outcomes and continuous improvement. You’ll add design capacity to help priority journeys, including AI and consumption journeys, launch in FY28. The Digital Customer Outcomes team brings digital experiences and human support together around customer outcomes. You’ll collaborate with the Lead Journey Architect, Digital Orchestration, the Data/Insights partner, and teams across CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals, and CX Services. The role is remote; some roles may have location-based eligibility requirements. GitLab describes itself as an intelligent orchestration platform for DevSecOps, trusted by more than 50 million registered users and more than 50% of the Fortune 100. Its culture emphasizes AI as a productivity multiplier, continuous knowledge exchange, collaboration, and valuing every voice.

Requirements

Experience in customer journey design, service design, or digital customer success.
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.
Comfort defining customer signals and success metrics and interpreting funnel conversion and test results.
Experience leading cross-functional work through launch without direct authority.

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, defining customer actions, audiences, engagement tactics, cohort paths, timing, support signals, and interventions.
Determine which journey steps are self-service, AI-assisted, or human-led and define handoffs between them.
Design experiences across in-product guidance, email, events, and community, selecting channels appropriate to each moment.
Build service blueprints with CX Operations that document people, systems, data, content, and handoffs; define a trigger, response, owner, and metric for each step.
Write journey specifications covering steps, triggers, audiences, channels, content, handoffs, and metrics.
Set build plans, coordinate partner teams, and resolve dependencies to launch journeys on time and to specification.
Specify content and self-service resources needed for each journey step and work with content teams to create and govern them.
Partner with Lifecycle Marketing on audience, sequencing, and delivery so customers experience coordinated journeys.
Hand live journeys to Digital Orchestration for day-to-day operation while remaining accountable for outcomes and establishing optimization cycles with the Data/Insights partner.
Measure journey coverage, step conversion, lift against comparison groups, meaningful actions, recovery after interventions, time to value, influence on retention, and partner adoption of shared journeys and blueprints.
Apply the framework and standards set by the Lead Journey Architect and help improve them based on learnings from journeys.