Senior Journey Architect

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏛️ Architect

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GitLab

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 Secondary Market on 2020-11

Consulting • Marketing • Artificial Intelligence

GitLab is the most comprehensive AI-powered DevSecOps platform, offering tools for automated software delivery, security, and compliance throughout the software development lifecycle. It provides solutions across areas such as AI-assisted development, continuous integration/continuous deployment (CI/CD), source code management, and vulnerability management. GitLab aims to simplify and accelerate software delivery by uniting development, security, and operations on a unified platform. It is particularly recognized for its AI code assistants and has been named a leader in the Gartner Magic Quadrant™ for DevOps Platforms, making it a preferred choice for many enterprises.

📋 Description

• Design customer journeys backward from business outcomes to meaningful customer actions, audiences and engagement tactics • Map customer cohorts' intended paths, timing, support signals and interventions • Decide which steps are self-serve, AI-assisted or human-led and define handoffs • Design experiences 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 for timely launches • Specify content and self-service resources and collaborate with content teams to create and govern them • Partner with Lifecycle Marketing on audience, sequencing and delivery • Hand live journeys to Digital Orchestration and remain accountable for outcomes and optimization • Measure journey coverage, conversion, lift, meaningful actions, recovery, time to value and retention influence • Track partner adoption of shared journeys and blueprints • Apply and help improve frameworks and standards set by the Lead Journey Architect • Collaborate with Digital Orchestration, Data/Insights, CX Operations, Lifecycle Marketing, Marketing Engineering and Operations, Content, Product, CX Engineering, Customer Success, Renewals and CX Services

🎯 Requirements

• Experience in customer journey design, service design or digital customer success • 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 • Ability to define customer signals and success metrics, and interpret funnel conversion and test results • Experience leading cross-functional work through launch without direct authority • Experience in business-to-business software as a service is helpful • Domain knowledge of DevOps or DevSecOps is helpful • Candidates must be eligible to work in a location supported by GitLab's hiring guidelines

🏖️ 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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