Senior Journey Architect

GitLab Inc.; United States; Remoto; USD 120.000 - 160.000; Tempo integral

Benefícios oferecidos por esta vaga

Equity Compensation

Flexible Paid Time Off

Growth and Development Fund

Resumo da vaga

GitLab is hiring a Journey Architect for the Digital Customer Outcomes team. You will design journeys that convert meaningful customer actions into retention and revenue, owning end-to-end outcomes from concept through launch.

You’ll lead cross-functional work, including AI-assisted and self-serve elements, to deliver unified customer experiences. You will partner with CX operations, Lifecycle Marketing, and Product teams to build, test, and optimize journeys and blueprints, ensuring measurable

Qualificações

• Experience in customer journey 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.
• Knowledge of journey orchestration and marketing automation platforms.

Responsabilidades

• Design journeys backward from business outcomes to meaningful customer actions, audiences and engagement tactics.
• Decide steps as self-serve, AI-assisted or human-led; define handoffs and channels.
• Build service blueprints with CX Operations; document people, systems, data and handoffs.
• Write journey specifications; set build plans and coordinate partner teams for on-time launches.
• Specify content and self-service resources; work with content teams to create and govern them.
• Hand live journeys to Digital Orchestration; monitor outcomes and optimize cycles.
• Measure journey coverage, conversions, lift vs. controls and retention.
• Apply framework set by Lead Journey Architect and help improve it.

Conhecimentos

Customer journey design

Digital customer success

Service blueprints

Cross-functional collaboration

Ferramentas

Journey orchestration

In-app guidance

Marketing automation

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 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 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).

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

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.