Who Can Apply
This role is open to people based in United States — Remote, United States. If you live somewhere else, you probably can't be hired for it unless the posting says otherwise.
Role Overview
An overview of this role
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.
This excerpt leaves out GitLab's standard introduction and stops part-way through the role description. Read the full job description on GitLab's site ›
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Before You Apply
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