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Lead Journey Architect
Customer successRemote — United States
Published on 2026-11-04
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Design and own customer journeys that connect digital programs and human support to measurable customer outcomes. The role ranges from leading journeys for priority cohorts at L5 to establishing a division-wide journey framework at L6.
About the company
GitLab is a DevSecOps platform that brings source control, CI/CD, security, and project management into a single application. It helps engineering teams plan, build, secure, and ship software faster.
The team
Digital Customer Outcomes team, working with Digital Orchestration and the Data/Insights partner.
What you'll do
- Design customer journeys backward from business outcomes, including audiences, signals, interventions, channels, and handoffs.
- Create service blueprints with owners, systems, data, content, handoffs, and measurable outcomes.
- Write journey specifications and coordinate cross-functional partners and dependencies through launch.
- Define content and self-service needs and align sequencing and delivery with Lifecycle Marketing.
- Remain accountable for live journey outcomes and lead regular optimization with Data/Insights.
- Measure journey coverage, conversion, lift, meaningful actions, recovery, time to value, revenue influence, and retention.
- Lead priority-cohort journey builds at L5 or own the shared journey framework across products and coverage models at L6.
What we're looking for
- Senior experience in customer journey design, service design, or digital customer success.
- Track record of launching journey programs with measurable adoption, retention, or expansion outcomes.
- Hands-on experience with service blueprints and digital-to-human handoffs.
- Working knowledge of journey orchestration, in-app guidance, and marketing automation platforms.
- Ability to define customer signals and success metrics, interpret funnel conversion, and run tests.
- Experience leading complex cross-functional builds through launch without direct authority.
Nice to have
- Business-to-business SaaS experience.
- Knowledge of DevOps or DevSecOps.
Benefits
- Flexible paid time off
- Equity compensation and employee stock purchase plan
- Parental leave
- Growth and development fund
- Team member resource groups