Senior Journey Architect, Digital Outcomes & CX

GitLab Inc.; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Equity Compensation

Flexible Paid Time Off

Growth and Development Fund

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer journey design

Digital customer success

Service blueprints

Cross-functional collaboration

Tools

Journey orchestration

In-app guidance

Marketing automation

Job description

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