Lead Journey Architect

Overview

Lead or Principal Journey Architect on GitLab's Digital Customer Outcomes team, connecting programs into customer journeys that drive actions, retention, consumption and revenue outcomes. Reports to the Vice President, Digital Customer Outcomes, as an individual contributor at L5 (Lead/Staff) or L6 (Principal), depending on experience and scope.

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, artificial intelligence (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.
• Launch every journey with a documented blueprint, owners and metrics from the measurement framework, giving 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.
• Serve as the directly responsible individual for the under-$10,000 digital journey in fiscal year 2028 (FY28).
• Measure live, measured journey coverage across products, personas and coverage models, step conversion, lift against a holdout or comparison group, meaningful actions, recovery after interventions, time to value and influence on revenue and customer retention.
• Track partner adoption of the shared journeys and blueprints.
• At L5, lead journey design and cross-functional builds for priority cohorts; at L6, act as GitLab's single owner of journey design and maintain one consistent framework across products, personas and coverage models.

What you'll need

• Senior experience in customer journey design, service design or digital customer success.
• A 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.
• Comfort defining customer signals, triggers and success metrics, interpreting funnel conversion and running tests.
• A track record of leading complex, cross-functional builds through launch without direct authority, including planning, managing dependencies and coordinating stakeholders across many teams.

Nice to have

• Experience in business-to-business software as a service.
• Domain knowledge of development and operations (DevOps) or development, security and operations (DevSecOps).

Details

• Remote, United States.
• Some roles may carry specific location-based eligibility requirements; Talent Acquisition can answer questions about location after the recruiting process starts.