Lead Journey Architect Remote at GitLab

Role Overview

As a Lead/Principal Journey Architect on GitLab's Digital Customer Outcomes team, you will be responsible for connecting programs into customer journeys that drive meaningful actions, retention, consumption, and revenue outcomes. You will own journey design and service blueprints, starting with priority cohorts and expanding across products, personas, and named, pooled, and digital coverage models. Reporting to the Vice President of Digital Customer Outcomes, you will join as an individual contributor at L5 (Lead/Staff) or L6 (Principal), depending on your experience and scope. At L5, you will lead journey design and builds for priority cohorts; at L6, you will own the journey framework across all products, personas, and coverage models with division-wide influence. Digital Orchestration builds and runs journeys day to day; you will remain accountable for their outcomes and improvement.

What You Will 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, artificial intelligence (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. Launch every journey with a documented blueprint, owners, and metrics from the measurement framework, giving 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. Serve as the directly responsible individual for the under-$10,000 digital journey in fiscal year 2028 (FY28).
• Measure live, measured journey coverage across products, personas, and coverage models, step conversion, lift against a holdout or comparison group, meaningful actions, recovery after interventions, time to value, and influence on revenue and customer retention. Track partner adoption of the shared journeys and blueprints.
• Lead journey design and cross-functional builds for priority cohorts at L5; at L6, act as GitLab's single owner of journey design and maintain one consistent framework across products, personas, and coverage models.

What You Will Bring

• Senior experience in customer journey design, service design, or digital customer success.
• A track record of turning journey designs into launched programs with measurable adoption, retention, or expansion 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, triggers, and success metrics, interpreting funnel conversion, and running tests.
• A track record of leading complex, cross-functional builds through launch without direct authority, including planning, managing dependencies, and coordinating stakeholders across many teams.
• Experience in business-to-business software as a service is helpful, as is domain knowledge of development and operations (DevOps) or development, security, and operations (DevSecOps).

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

About the Team

The Digital Customer Outcomes team brings digital experiences and human support together around customer outcomes. Programs today run largely on their own; this role connects them into journeys with shared service blueprints and measurable outcomes. You will work day to day with Digital Orchestration, which builds and runs the journeys you design, and the Digital Outcomes team's Data/Insights partner, which measures them. You will bring together CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals, and CX Services so customer touchpoints line up rather than compete, with clear digital and human handoffs.

How GitLab Supports Full-Time Employees

• Benefits to support your health, finances, and well-being
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and Development Fund
• Parental Leave

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.