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GitLab
Lead Journey Architect
Remote · United States · Full time · Lead level
About the role
Lead journey design and service blueprints to drive customer retention, consumption, and revenue outcomes. Own journey frameworks across products, personas, and coverage models with division-wide influence.
What you’ll do
• Design journeys from business outcomes to customer actions and engagement tactics. • Decide self-serve, AI-assisted, or human-led steps and define handoffs. • Build service blueprints documenting people, systems, data, and handoffs. • Write journey specifications and coordinate partner teams for launch. • Measure journey outcomes and optimize with data insights.
What you’ll bring
• Senior experience in customer journey or service design. • Proven track record launching programs with measurable outcomes. • Experience building service blueprints and digital-human handoffs. • Knowledge of journey orchestration and marketing automation platforms. • Work authorization for United States.
Life at GitLab
Benefits include health, financial support, flexible PTO, equity compensation, and parental leave. Inclusive culture with growth and development fund.
About GitLab
GitLab is an intelligent orchestration platform for DevSecOps, trusted by over 50 million users and many Fortune 100 companies to accelerate software development.