Lead Journey Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Integrate programs into customer journeys that promote meaningful actions, enhance retention, increase consumption, and drive revenue outcomes.

• Take ownership of journey design and service blueprints across various products, personas, and both pooled and digital coverage models.

• Craft journeys by working backward from business objectives to customer actions, target audiences, and engagement strategies.

• Identify steps that are self-serve, AI-assisted, or human-led, and define the transitions between them.

• Create touchpoints that span in-product guidance, email communications, events, and community interactions.

• Develop service blueprints that detail the people, systems, data, content, and handoffs involved.

• Produce journey specifications that outline steps, triggers, target audiences, channels, content, handoffs, and metrics.

• Establish build plans, coordinate partner teams, and clarify dependencies to ensure timely launches.

• Define the content and self-service resources needed while collaborating with content teams and Lifecycle Marketing.

• Transfer live journeys to Digital Orchestration while maintaining accountability for their outcomes and optimization.

• Evaluate journey coverage, conversion rates, lifts, meaningful actions, recovery, time to value, revenue influence, retention, and partner adoption.

• Lead the design of journeys and cross-functional builds for priority cohorts at Level 5; take ownership of the journey framework across products, personas, and coverage models at Level 6.

• Report directly to the Vice President of Digital Customer Outcomes.

• Act as the responsible individual for the under-$10,000 digital journey in FY28.

⛳️ Requirements

• Extensive experience in customer journey design, service design, or digital customer success.

• Proven track record of transforming journey designs into launched programs with measurable outcomes in adoption, retention, or expansion.

• Practical experience in creating service blueprints and designing transitions between digital and human teams.

• Familiarity with journey orchestration, in-app guidance, and marketing automation platforms.

• Capability to define customer signals, triggers, and success metrics, interpret funnel conversions, and conduct tests.

• History of leading complex, cross-functional builds through to launch without having direct authority, including planning, managing dependencies, and coordinating stakeholders across multiple teams.

• Experience in business-to-business software as a service is advantageous.

• Knowledge of DevOps or DevSecOps is beneficial.

🏝️ Benefits

• Comprehensive benefits to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Access to Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Options for remote work arrangements.