Lead Journey Architect
Core
Design and own end-to-end customer journeys and service blueprints to drive retention, consumption, and revenue outcomes for B2B SaaS users.
Role type
Senior IC journey architect (digital customer outcomes)
Builds
Digital customer journeys, service blueprints, and coordinated cross-functional programs
Domain
B2B SaaS, DevSecOps, Customer Experience (CX)
Required skills
customer journey design, service blueprinting, cross-functional stakeholder leadership, funnel analysis, marketing automation, in-app guidance design, B2B SaaS experience
Preferred skills
DevOps/DevSecOps domain knowledge, lifecycle marketing coordination, data-driven optimization
Technologies
marketing automation platforms, journey orchestration tools, in-app guidance systems
Responsibilities
Design backward-from-outcome customer journeys and map cohort paths; define self-serve, AI-assisted, and human-led handoffs; build service blueprints with CX Operations; write journey specifications and coordinate partner teams; hand off live journeys to Digital Orchestration; measure journey coverage, conversion, and revenue impact.
Seniority
Senior, hands-on IC (L5/Lead or L6/Principal)