Lead Journey Architect - Remote, Equity, Flexible PTO

GitLab Inc.; Oregon; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Equity Compensation & Employee Stock-P

Growth and Development Fund

Team Member Resource Groups

Parental Leave

Job summary

GitLab Inc. is seeking a Lead/Principal Journey Architect for the Digital Customer Outcomes team. You will connect programs into customer journeys that drive retention, consumption and revenue, owning journey design for L5 or L6 scope with division-wide influence.

Expect leadership of cross-functional builds and a data-driven, outcome-oriented mindset. You’ll design end-to-end journeys, specify content and self-service resources, and partner with CX Ops and Marketing to deliver one coordinated

Qualifications

• Senior experience in customer journey design or digital customer success.
• Track record of launching programs with measurable outcomes.
• Experience building service blueprints and defining handoffs.

Responsibilities

• Design journeys from business outcomes to customer actions and engagement.
• Define self-serve, AI-assisted and human-led steps with clear handoffs.
• Create service blueprints with CX Operations and stakeholders.
• Write journey specifications, build plans and coordinate dependencies.
• Collaborate with Lifecycle Marketing on audience and delivery.
• Own live journeys, measure outcomes, and drive optimization.

Skills

Journey design

Cross-functional leadership

Service blueprints

In-app guidance

Marketing automation

DevSecOps knowledge

Tools

CX Operations

Lifecycle Marketing

Job description

GitLab Inc. is seeking a Lead/Principal Journey Architect for the Digital Customer Outcomes team. You will connect programs into customer journeys that drive retention, consumption and revenue, owning journey design for L5 or L6 scope with division-wide influence.

Expect leadership of cross-functional builds and a data-driven, outcome-oriented mindset. You’ll design end-to-end journeys, specify content and self-service resources, and partner with CX Ops and Marketing to deliver one coordinated