Senior Journey Architect

Posted 1hrs ago

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Job Description

Senior Journey Architect designing measurable customer journeys for GitLab’s DevSecOps orchestration platform. Building service blueprints and coordinating digital, human, and cross-functional customer outcomes.

Responsibilities:

Design customer journeys backward from business outcomes to meaningful customer actions, audiences and engagement tactics
Map customer cohorts' intended paths, timing, support signals and interventions
Decide which steps are self-serve, AI-assisted or human-led and define handoffs
Design experiences 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 for timely launches
Specify content and self-service resources and collaborate with content teams to create and govern them
Partner with Lifecycle Marketing on audience, sequencing and delivery
Hand live journeys to Digital Orchestration and remain accountable for outcomes and optimization
Measure journey coverage, conversion, lift, meaningful actions, recovery, time to value and retention influence
Track partner adoption of shared journeys and blueprints
Apply and help improve frameworks and standards set by the Lead Journey Architect
Collaborate with Digital Orchestration, Data/Insights, CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals and CX Services

Requirements:

Experience in customer journey design, service 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
Working knowledge of journey orchestration, in-app guidance and marketing automation platforms
Ability to define customer signals and success metrics, and interpret 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
Domain knowledge of DevOps or DevSecOps is helpful
Candidates must be eligible to work in a location supported by GitLab's hiring guidelines