The intelligent orchestration platform for DevSecOps, enabling teams and agents to ship trusted software at enterprise scale. Backed by General Catalyst and Khosla.
About the 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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- 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
- Apply the framework and standards set by the Lead Journey Architect, and help improve them based on what your journeys teach the team
More about this role
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. Co-create the future with us as we build technology that transforms how the world develops software.
* Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the...
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