Senior Journey Architect

GitLab Inc.; Oregon; Híbrido; USD 120.000 - 170.000; Tempo integral

Benefícios oferecidos por esta vaga

Flexible Paid Time Off

Team Member Resource Groups

Equity Compensation & Employee Stock/P

Growth and Development Fund

Parental Leave

Resumo da vaga

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

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer journey design

Service design

Digital customer success

Journey orchestration

In-app guidance

Marketing automation platforms

Descrição da vaga

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.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and 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 Journey Architect on GitLab's Digital Customer Outcomes team, you'll design journeys that turn meaningful customer 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 builds and runs the journeys day to day; you'll remain accountable for their outcomes and ongoing improvement. You'll add design capacity to help priority journeys, including artificial intelligence (AI) and consumption journeys, launch in fiscal year 2028 (FY28).

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, 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. Give 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.
• Measure journey coverage, step conversion, lift against comparison groups, meaningful actions, recovery after interventions, time to value and influence on retention. Track partner adoption of the shared journeys and blueprints.
• Apply the framework and standards set by the Lead Journey Architect, and help improve them based on what your journeys teach the team.

What you’ll bring

• Experience in customer journey design, service design or digital customer success.
• A 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.
• 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. You'll work day to day with the Lead Journey Architect, Digital Orchestration and the Digital Outcomes team's Data/Insights partner, alongside CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals and CX Services. You'll bring these partners together around shared journeys and blueprints so customer touchpoints line up rather than compete.

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.