The opportunity
The Digital Customer Outcomes team brings digital experiences and human support together around customer outcomes. Programs today run largely on their own; this role connects them into journeys with shared service blueprints and measurable outcomes.
What you'll do
Design journeys backward from business outcomes to meaningful customer: actions, audiences and engagement tactics. Map each cohort's intended path, timing, signals that customers need help and interventions to get them back on track.
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, 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. Launch every journey with a documented blueprint, owners and metrics from the measurement framework, giving 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.
Specify the content and self-service resources each step needs, and work with: content teams to create and govern them. Partner with Lifecycle Marketing on audience, sequencing and delivery so customers experience one coordinated journey.
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. Serve as the directly responsible individual for the under-$10,000 digital journey in fiscal year 2028 (FY28).
What they're looking for
- Measure live, measured journey coverage across products, personas and: coverage models, step conversion, lift against a holdout or comparison group, meaningful actions, recovery after interventions, time to value and influence on revenue and customer retention. Track partner adoption of the shared journeys and blueprints.
- Lead journey design and cross-functional builds for priority cohorts at L5;: at L6, act as GitLab's single owner of journey design and maintain one consistent framework across products, personas and coverage models.
