Lead Journey Architect

Posted 1hrs ago

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Job Description

Lead Journey Architect connecting GitLab’s DevSecOps programs into coordinated customer journeys. Designing service blueprints and measurable digital and human customer outcomes.

Responsibilities:

Connect programs into customer journeys that drive meaningful actions, retention, consumption and revenue outcomes
Own journey design and service blueprints across products, personas and named, pooled and digital coverage models
Design journeys backward from business outcomes to customer actions, audiences and engagement tactics
Determine self-serve, AI-assisted and human-led steps and define handoffs between them
Design touchpoints across in-product guidance, email, events and community
Build service blueprints documenting people, systems, data, content and handoffs
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
Specify content and self-service resources and collaborate with content teams and Lifecycle Marketing
Hand live journeys to Digital Orchestration while remaining accountable for outcomes and optimization
Measure journey coverage, conversion, lift, meaningful actions, recovery, time to value, revenue influence, retention and partner adoption
Lead journey design and cross-functional builds for priority cohorts at L5; own the journey framework across products, personas and coverage models at L6
Report to the Vice President, Digital Customer Outcomes
Serve as the directly responsible individual for the under-$10,000 digital journey in FY28

Requirements:

Senior experience in customer journey design, service design or digital customer success
Track record of turning journey designs into launched programs with measurable adoption, retention or expansion 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
Ability to define customer signals, triggers and success metrics, interpret funnel conversion and run tests
Track record of leading complex, cross-functional builds through launch without direct authority, including planning, managing dependencies and coordinating stakeholders across many teams
Experience in business-to-business software as a service is helpful
Domain knowledge of DevOps or DevSecOps is helpful