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AI/MLDigital Marketing Remote

Lead Journey Architect

Job Overview

As a Lead/Principal Journey Architect on GitLab's Digital Customer Outcomes team, you'll connect programs into customer journeys that drive meaningful actions, retention, consumption and revenue outcomes.

Key points

  1. Design journeys backward from business outcomes to meaningful customer actions, audiences and engagement tactics. Map each cohort's intended path, timing…

  2. Decide which steps are self-serve, artificial intelligence (AI)-assisted or human-led, and define the handoffs between them. Design across in-product guidance, email…

  3. Build service blueprints with Customer Experience (CX) Operations, documenting the people, systems, data, content and handoffs behind each touchpoint. Launch every journey with a…

  4. Write journey specifications covering steps, triggers, audiences, channels, content, handoffs and metrics. Set build plans…

  5. Senior experience in customer journey design, service design or digital customer success.

  6. A track record of turning journey designs into launched programs with measurable adoption, retention or expansion outcomes.

  7. Hands-on experience building service blueprints and designing handoffs between digital and human teams.

  8. Working knowledge of journey orchestration, in-app guidance and marketing automation platforms.

Skills

GitRecruitingCustomer SuccessMarketing AutomationCampaign ManagementStakeholder Management

Experience: Senior-level

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