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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer journey design and service design, with a strong focus on measurable outcomes and cross-functional collaboration. Proficient in journey orchestration and marketing automation, ensuring effective customer engagement and optimization.
Highest-signal resume keywords
Customer Journey DesignService Blueprint DevelopmentJourney OrchestrationMarketing Automation PlatformsCross-Functional Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Journey MappingJourney Specifications WritingMetrics Definition and InterpretationFunnel Conversion AnalysisSelf-Service Resource Specification
Soft Skills
CollaborationCoordinationAccountability
Tools & Technologies
In-App GuidanceDigital OrchestrationLifecycle Marketing
Industry Keywords
Business-To-Business SoftwareDevOpsDevSecOps
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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