Senior Journey Architect - GitLab

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. 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. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems.

Role Overview

As a Journey Architect on GitLab's Digital Customer Outcomes team, you'll design journeys that turn meaningful customer actions into retention, consumption, and revenue outcomes. You'll own journey design and service blueprints for assigned customer cohorts, products, or coverage models, leading cross-functional work from design through launch. Digital Orchestration builds and runs the journeys day to day; you'll remain accountable for their outcomes and ongoing improvement. You'll add design capacity to help priority journeys, including artificial intelligence (AI) and consumption journeys, launch in fiscal year 2028 (FY28).

What You'll 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, 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.
• Apply the framework and standards set by the Lead Journey Architect, and help improve them based on what your journeys teach the team.

What You'll Bring

• 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 B2B SaaS is helpful, as is domain knowledge of DevOps or DevSecOps.

About the Team

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.

Benefits & Perks

• 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
• Paid Parental Leave