Your Role: Lead Service & Experience Designer, Human-AI Interaction

Entirely is building the first open, AI-powered ecosystem for Tailored Marketing at Scale — enabling enterprise teams to orchestrate campaigns, channels, and content with unprecedented automation, personalization, and efficiency. Headquartered in Zug, Switzerland, we bring together portfolio companies, strategic technology partners, and leading academic institutions to address the complexity and fragmentation of the global marketing technology landscape. Entirely.ai is the dedicated home for AI experiments within Entirely to explore bold ideas, test breakthrough capabilities, and translate emerging research into viable enterprise solutions. Our mission is to co-create a scalable, defensible business model in collaboration with our founding partners, other ecosystem players, and leading universities such as ETH Zurich. From rapid prototypes to production-ready pilots, we turn concepts into solutions that can transform the way enterprise marketing teams operate.

We are looking for a Lead Service & Experience Designer who will own the design of this future-state experience. In this role, you will research, map, and design the human-augmented UX for our composable marketing ecosystem — where humans remain in control, but autonomous agents handle orchestration at scale. You will work side-by-side with enterprise customers, our product and engineering teams, and external design partners to ensure the experience is intuitive, powerful, and rooted in real customer needs. This is not just about interface design — it’s about rethinking the end-to-end service journey and orchestrating all touchpoints, from discovery workshops to enterprise rollout. Your work will directly shape how enterprises adopt and scale our platform, ensuring they experience tangible business value from day one and sustained impact over time.

Location: Zug, CH
Seniority: Mid to Senior
Start: As soon as possible

Your Mission

• Lead the research, design, and mapping of Entirely.ai’s service ecosystem, including customer journeys, service blueprints, and BPMN process flows.

• Conduct in-field and remote research with enterprise customers to deeply understand how they work with their martech stack today, what they aim to achieve, and where the pain points are.

• Design the human-in-the-loop UX for agentic-AI marketing orchestration — determining how humans and autonomous agents collaborate in the interface.

• Facilitate co-creation workshops and discovery sessions to uncover jobs-to-be-done, pain points, and innovation opportunities.

• Translate research insights into actionable design artefacts that guide product development, AI interaction design, and partner integration.

• Brief, manage, and challenge external design agencies — ensuring their outputs meet functional, experiential, and brand standards.

• Ensure experience consistency across all touchpoints — from early demos and proofs-of-concept to enterprise-scale deployments.

• Collaborate with product management and business development to design compelling pilot experiences that showcase value and drive adoption.

• Present and defend service design concepts to internal stakeholders, customers, and partners, always grounding recommendations in evidence.

• Occasionally represent Entirely.ai at industry meetups, conferences, customer-facing events, and our blog, acting as a thought leader in AI-enhanced marketing.

Your Profile

• Proven track record in service design, UX research, or experience architecture, ideally within B2B SaaS or complex enterprise services.

• Portfolio showcasing service blueprints, customer journey maps, UX research deliverables, and process flows.

• Expertise in facilitating stakeholder workshops and aligning cross-functional teams around shared experience goals.

• Understanding of human-AI interaction design, especially human-in-the-loop and agentic UX patterns.

• Familiarity with enterprise marketing workflows or similarly complex, multi-stakeholder service environments.

• Proficient in BPMN, journey mapping, and service blueprint tools (e.g. Miro, Lucidchart).

• Skilled at managing and quality-assuring work from external design agencies.

• Comfortable working in agile/lean product development settings.

• Exceptional communication and visual storytelling skills.

• Fluent in English.

• Willing to travel occasionally to our Zug office (e.g. up to 2 days/week) and within Europe for key workshops and team alignment.

Working With us Means

You will join a high-ambition, low-ego environment where innovation meets the real-world complexity of enterprise marketing. As part of the DuMont Media Group — with roots tracing back to the 17th century and today calling itself a ‘startup with over 400 years of tradition’ — we combine the speed of a startup with the network and resources of an established group. We are still at the beginning of our journey, which means you will have significant creative leeway to shape what we do and leave a visible impact from day one. This is also an opportunity to work at the forefront of agentic AI, applying it to a domain where the next paradigm shift is already taking shape.

• Direct collaboration with world-class AI researchers and experienced industry partners.
• Competitive salary, performance-based incentives.
• Opportunities for professional growth, with direct access to executive mentors, investor networks, and cutting-edge AI research.
• Flexible working hours, hybrid work options, and a modern office in Zug, with regular collaboration days in Zurich and remote work possibilities.
• Team events and game nights — from hiking in the Swiss Alps to table soccer, lunch & learns, and board games.
• English as our default language, plus snackable (Swiss-)German lessons from local colleagues.
• A diverse, international, and collaborative culture that values initiative, openness, and delivering tangible results.
• Optional relocation assistance for internationals.