Senior Journey Architect

Overview

Design customer journeys that turn meaningful customer actions into retention, consumption and revenue outcomes, owning journey design and service blueprints for assigned customer cohorts, products or coverage models and leading cross-functional work from design through launch.

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 need

• 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.

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

• Location: Remote, United States (all roles are remote; some may carry location-based eligibility requirements).
• Employment type: Full-time benefits are listed for full-time employees.
• Priority journeys, including AI and consumption journeys, launch in fiscal year 2028 (FY28).