Lead Journey Architect — AI-Driven Customer Outcomes

GitLab Inc.; Oregon; Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Team Member Resource Groups

Equity Compensation & Employee Stock/P

Growth and Development Fund

Parental Leave

Job summary

GitLab is seeking a Journey Architect on the Digital Customer Outcomes team. You will design journeys that convert meaningful customer actions into retention, consumption and revenue outcomes, owning journey design and service blueprints for assigned cohorts, products or models, and leading cross-functional work from design through launch.

You'll determine self-serve, AI-assisted or human-led steps, build service blueprints with CX Operations, write detailed journey specifications, partner with

Qualifications

• Experience in customer journey design or service design with measurable outcomes.
• Proven ability to launch programs across cross-functional teams.
• Hands-on experience building service blueprints and defining handoffs.
• Knowledge of journey orchestration, in-app guidance and marketing automation.
• Ability to set and interpret success metrics and funnel results.
• Experience leading cross-functional work through launch without direct authority.
• Experience in B2B SaaS, DevOps/DevSecOps domain is helpful.

Responsibilities

• Design journeys backward from business outcomes to actions, audiences and engagement tactics.
• Decide steps self-serve, AI-assisted or human-led, and define handoffs.
• Build service blueprints with CX Operations, documenting people, systems, data, content and handoffs.
• Write journey specifications with build plans and timelines for launch.
• Specify content and self-service resources, collaborate with content teams.
• Handoff live journeys to Digital Orchestration and monitor optimization cycles.
• Measure coverage, conversions, lift, and retention; track partner adoption.

Skills

Customer journey design

Service design

Digital customer success

Journey orchestration

In-app guidance

Marketing automation platforms

Job description

GitLab is seeking a Journey Architect on the Digital Customer Outcomes team. You will design journeys that convert meaningful customer actions into retention, consumption and revenue outcomes, owning journey design and service blueprints for assigned cohorts, products or models, and leading cross-functional work from design through launch.

You'll determine self-serve, AI-assisted or human-led steps, build service blueprints with CX Operations, write detailed journey specifications, partner with