Lead Journey Architect

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏛️ Architect

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📋 Description

• Connect programs into customer journeys that drive meaningful actions, retention, consumption and revenue outcomes • Own journey design and service blueprints across products, personas and named, pooled and digital coverage models • Design journeys backward from business outcomes to customer actions, audiences and engagement tactics • Determine self-serve, AI-assisted and human-led steps and define handoffs between them • Design touchpoints across in-product guidance, email, events and community • Build service blueprints documenting people, systems, data, content and handoffs • 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 • Specify content and self-service resources and collaborate with content teams and Lifecycle Marketing • Hand live journeys to Digital Orchestration while remaining accountable for outcomes and optimization • Measure journey coverage, conversion, lift, meaningful actions, recovery, time to value, revenue influence, retention and partner adoption • Lead journey design and cross-functional builds for priority cohorts at L5; own the journey framework across products, personas and coverage models at L6 • Report to the Vice President, Digital Customer Outcomes • Serve as the directly responsible individual for the under-$10,000 digital journey in FY28

🎯 Requirements

• Senior experience in customer journey design, service design or digital customer success • 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 • Ability to define customer signals, triggers and success metrics, interpret funnel conversion and run tests • Track record of leading complex, cross-functional builds through launch without direct authority, including planning, managing dependencies and coordinating stakeholders across many teams • Experience in business-to-business software as a service is helpful • Domain knowledge of DevOps or DevSecOps is helpful

🏖️ Benefits

• 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 • Parental Leave • Remote work arrangement

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