GitLab - Senior Journey Architect
Requirements
• Experience in customer journey design, service design or digital customer success. • A track record of turning journey designs into launched programs with measurable 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 and success metrics, and interpreting funnel conversion and test results. • Experience leading cross-functional work through launch without direct authority. • 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. • The Digital Customer Outcomes team brings digital experiences and human support together around customer outcomes. You'll work day to day with the Lead Journey Architect, Digital Orchestration and the Digital Outcomes team's Data/Insights partner, alongside CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals and CX Services. You'll bring these partners together around shared journeys and blueprints so customer touchpoints line up rather than compete. • 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 • 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. • Country Hiring Guidelines:
Responsibilities
• 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, 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. Give 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. • Measure journey coverage, step conversion, lift against comparison groups, meaningful actions, recovery after interventions, time to value and influence on retention. Track partner adoption of the shared journeys and blueprints.
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