Senior Journey Architect

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

📋 Description

• Design customer journeys by working backwards from business results to impactful customer actions, target audiences, and engagement strategies.

• Outline the intended paths, timing, support signals, and interventions for various customer cohorts.

• Determine which steps will be self-service, AI-assisted, or human-led, and establish handoff processes.

• Create experiences across in-product guidance, email communications, events, and community engagement.

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

• Draft journey specifications that encompass steps, triggers, audiences, channels, content, handoffs, and metrics.

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

• Define content and self-service resources, collaborating with content teams for creation and governance.

• Collaborate with Lifecycle Marketing on audience targeting, sequencing, and delivery strategies.

• Transition live journeys to Digital Orchestration and maintain accountability for outcomes and optimizations.

• Measure journey coverage, conversion rates, improvements, meaningful actions, recovery, time to value, and retention impact.

• Monitor partner adoption of shared journeys and blueprints.

• Contribute to the enhancement of frameworks and standards established by the Lead Journey Architect.

• Work in partnership with Digital Orchestration, Data/Insights, CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals, and CX Services.

⛳️ Requirements

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

• Demonstrated ability to translate journey designs into launched programs that yield measurable outcomes.

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

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

• Capability to define customer signals and success metrics, as well as analyze funnel conversion and test results.

• Experience in leading cross-functional initiatives through launch phases without direct authority.

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

• Knowledge of DevOps or DevSecOps practices is a plus.

• Candidates must have eligibility to work in a location as per GitLab's hiring guidelines.

🏝️ Benefits

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

• Flexible Paid Time Off policy.

• Access to Team Member Resource Groups.

• Equity Compensation and Employee Stock Purchase Plan.

• Growth and Development Fund for professional advancement.

• Parental Leave for new parents.

• Option for remote work arrangements.