Lead Journey Architect - GitLab

GitLab is the intelligent orchestration platform for DevSecOps. More than 50 million registered users and more than 50% of the Fortune 100 trust GitLab to ship better, more secure software faster.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact.

An Overview of This Role

As a Lead/Principal Journey Architect on GitLab's Digital Customer Outcomes team, you'll connect programs into customer journeys that drive meaningful actions, retention, consumption, and revenue outcomes. You'll 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, Digital Customer Outcomes, you'll join as an individual contributor at L5 (Lead/Staff) or L6 (Principal), depending on your experience and scope.

What You'll Do

• Design journeys backward from business outcomes to meaningful customer actions, audiences, and engagement tactics.
• Decide which steps are self-serve, AI-assisted, or human-led, and define handoffs between channels like in-product guidance, email, events, and community.
• Build service blueprints with CX Operations, documenting people, systems, data, content, and touchpoint handoffs.
• Write journey specifications covering steps, triggers, audiences, channels, content, handoffs, and metrics.
• Specify content and self-service resources, working with content and Lifecycle Marketing teams for coordinated delivery.
• Hand live journeys to Digital Orchestration to run, remaining accountable for outcomes and driving regular optimization cycles.
• Measure journey coverage, step conversion, holdout lift, meaningful actions, recovery, time to value, and revenue/retention impact.

What You'll 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, success metrics, interpreting funnel conversion, and running tests.
• Experience leading complex, cross-functional builds through launch without direct authority.
• B2B SaaS experience and domain knowledge of DevOps or DevSecOps is helpful.