Senior Journey Architect

About this role

Design and launch customer journeys that drive retention, product consumption, and revenue. You will create service blueprints and specifications, coordinate cross-functional partners, and remain accountable for journey performance and optimization after handoff to Digital Orchestration.

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; partners with Digital Orchestration, Data/Insights, CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals, and CX Services.

What you'll do

• Design outcome-driven customer journeys, including audiences, actions, timing, signals, and interventions.
• Create service blueprints and define the people, systems, data, content, ownership, handoffs, and metrics behind each touchpoint.
• Specify journey steps, triggers, channels, content, and build plans; coordinate partners and dependencies through launch.
• Determine which journey steps are self-serve, AI-assisted, or human-led, and design handoffs between them.
• Partner with content and lifecycle marketing teams to provide coordinated customer experiences.
• Hand live journeys to Digital Orchestration and oversee ongoing measurement and optimization.
• Measure conversion, lift, customer actions, recovery, time to value, retention influence, and partner adoption.
• Apply and improve journey design frameworks and standards.

What we're looking for

• Experience in customer journey design, service design, or digital customer success.
• Track record of launching journey programs with measurable outcomes.
• Hands-on experience building service blueprints and designing digital-to-human handoffs.
• 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.

Nice to have

• Business-to-business SaaS experience.
• DevOps or DevSecOps domain knowledge.

Benefits

• Flexible paid time off
• Equity compensation and employee stock purchase plan
• Growth and development fund
• Parental leave
• Team member resource groups