Lead Journey Architect

GitLab Inc.; United States; Remote; USD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible paid time off

Equity compensation

Growth and development fund

Job summary

GitLab Inc. is seeking a Lead/Principal Journey Architect on the Digital Customer Outcomes team to connect programs into customer journeys driving actions, retention, and revenue.

You will own journey design and service blueprints, expanding across products, personas, and coverage models. Reporting to the Vice President, Digital Customer Outcomes, you’ll join as an individual contributor at L5 or L6 depending on experience.

Qualifications

• Senior experience in customer journey design or service design.
• Track record of launching programs with measurable adoption/retention outcomes.
• Hands-on with service blueprints and cross-functional handoffs.
• Knowledge of journey orchestration, in-app guidance and marketing automation.

Responsibilities

• Design journeys from business outcomes to customer actions and engagement.
• Decide self-serve, AI-assisted, or human-led steps and define handoffs across channels.
• Build service blueprints with CX Operations and document owners, triggers and metrics.
• Write journey specifications and coordinate build plans for timely delivery.
• Partner with Lifecycle Marketing on audience, sequencing and delivery.

Skills

Journey design

Service design

Cross-functional leadership

In-app guidance

Marketing automation

Data/Insights

Job description

Location: United States

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our valuesand continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

*Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab.

An overview of this role

As a Lead/Principal Journey Architect on GitLab's Digital Customer Outcomes team, you'll connect programs into customer journeys that drive meaningful actions, retention, consumption and revenue outcomes. You'll own journey design and service blueprints, starting with priority cohorts and expanding across products, personas and named, pooled and digital coverage models. Reporting to the Vice President, Digital Customer Outcomes, you'll join as an individual contributor at L5 (Lead/Staff) or L6 (Principal), depending on your experience and scope. At L5, you'll lead journey design and builds for priority cohorts; at L6, you'll own the journey framework across all products, personas and coverage models with division-wide influence. Digital Orchestration builds and runs journeys day to day; you'll remain accountable for their outcomes and improvement.

What you’ll do

• Design journeys backward from business outcomes to meaningful customer actions, audiences and engagement tactics. Map each cohort's intended path, timing, signals that customers need help and interventions to get them back on track.
• Decide which steps are self-serve, artificial intelligence (AI)-assisted or human-led, and define the handoffs between them. Design across in-product guidance, email, events and community, choosing the right channel for each moment.
• Build service blueprints with Customer Experience (CX) Operations, documenting the people, systems, data, content and handoffs behind each touchpoint. Launch every journey with a documented blueprint, owners and metrics from the measurement framework, giving every step a trigger, a response, an owner and a metric.
• 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 the content and self-service resources each step needs, and work with content teams to create and govern them. Partner with Lifecycle Marketing on audience, sequencing and delivery so customers experience one coordinated journey.
• Hand live journeys to Digital Orchestration to run, remain accountable for their outcomes and build in regular optimization cycles with the Digital Outcomes team's Data/Insights partner. Serve as the directly responsible individual for the under-$10,000 digital journey in fiscal year 2028 (FY28).
• 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. Track partner adoption of the shared journeys and blueprints.
• Lead journey design and cross-functional builds for priority cohorts at L5; at L6, act as GitLab's single owner of journey design and maintain one consistent framework across products, personas and coverage models.

What you’ll bring

• 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.
• Comfort defining customer signals, triggers and success metrics, interpreting funnel conversion and running tests.
• A track record of leading complex, cross-functional builds through launch without direct authority, including planning, managing dependencies and coordinating stakeholders across many teams.
• Experience in business-to-business software as a service is helpful, as is domain knowledge of development and operations (DevOps) or development, security and operations (DevSecOps).

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.

About the team

The Digital Customer Outcomes team brings digital experiences and human support together around customer outcomes. Programs today run largely on their own; this role connects them into journeys with shared service blueprints and measurable outcomes. You'll work day to day with Digital Orchestration, which builds and runs the journeys you design, and the Digital Outcomes team's Data/Insights partner, which measures them. You'll bring together CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals and CX Services so customer touchpoints line up rather than compete, with clear digital and human handoffs.

How GitLab Supports Full-Time Employees

• 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

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.