Doctoral Researcher / Doctoral Researcheress

Doctoral Researcher (PhD Position) in Conversational AI for Customer and Employee Interactions

100%, Zurich, fixed-term

The Technology Marketing Group, founded by Florian von Wangenheim in 2013, is a pioneering research group at ETH Zurich dedicated to exploring the intersection of marketing, technology, and societal impact. Together with its associated centres and labs, we investigate how to effectively market innovative offerings and how emerging technologies transform the relationship between organisations and their stakeholders.

The current PhD position offers an exciting opportunity to work with two centres within the Chair on managerially-relevant applied research:

• The Mobiliar Lab for Analytics at ETH Zurich develops and tests digital interactions using emerging technologies and artificial intelligence. As a joint initiative of ETH Zurich and a Swiss insurer, we focus on exploring the benefits of emerging technologies while balancing their potential drawbacks. Our research, situated at the intersection of data, behavioural, and computer science, draws on data from real-world and experimental settings.
• The Centre for AI Value identifies and implements AI applications to generate economic value. It bridges academic AI research with practical business applications, focusing on customer service, multimodal data modelling, and process automation.

Project Background

During your PhD, you will examine how conversational AI can be effectively deployed in frontline service interactions with customers and as a support tool for employees. Projects will explore success factors in designing and deploying Conversational AI, including varying technical foundations (e.g., prompt engineering, fine-tuning, model architecture and retrieval strategies), usage contexts (e.g., routine vs. special services), and individual-level factors (e.g., personality profile, AI literacy). The goal is to optimize Conversational AI for its deployment context, ensuring it contributes to exceptional customer service and workplace efficiency. Research output will have clear managerial relevance, involving analysis of primary and secondary data in both controlled and field settings. The successful candidate will have the opportunity to shape projects and research questions while collaborating closely with industry partners and responding to emerging research opportunities.

Job Description

We are currently seeking a doctoral researcher with a blend of technical knowledge and the domain expertise necessary for effective deployment of conversational AI. The candidate should possess skills in both data analytics (e.g., machine learning, statistics, econometrics) and behavioural sciences (e.g., experimental design, survey research, development of managerially relevant theory). Software engineering skills (e.g., REST API development, SQL/NoSQL databases, cloud deployment (AWS/Azure/GCP), Docker) are also highly desirable. The candidate must be flexible and responsive to emerging opportunities in partnership with industry. A strong motivation to drive projects forward and to network across Switzerland is essential.

Responsibilities include, but are not limited to:

• Using data and technology to conduct managerially relevant research.
• Collaborating with experts and industry partners.
• Attending international conferences to present your work.
• Publishing in top scientific journals in the fields of Marketing and Information Systems (e.g., Journal of Marketing, Marketing Science, Management Information Systems Quarterly, Information Systems Research, Decision Support Systems, etc.).
• Communicating and engaging with the public.
• Providing teaching support and supervision under the umbrella of the Chair of Technology Marketing, D-MTEC.

Profile

Essential Requirements:

• Excellent written and oral communication skills in English.
• A Master's degree that combines managerial know-how and technical skills: e.g., AI Systems and Engineering Management, Business Analytics, Quantitative Marketing, Applied Artificial Intelligence.
• Strong domain knowledge in the topic of Conversational AI.
• A keen interest in the intersection between technology and management.
• Proficiency in all stages of quantitative data analyses (e.g., using Python or R) including data wrangling, feature engineering, and model evaluation.
• Comfortable taking a lead role in research meetings with project partners and in networking within Switzerland.
• Highly organized with exemplary project management skills.
• Able to work collaboratively in an interdisciplinary team.

Desirable Requirements:

• Fluency or native proficiency in German is highly desirable.
• Technical experience in implementing Conversational AI in managerial settings.
• Experience with transformer models.
• Familiarity with mixed methods research.
• Software engineering skills (e.g., REST API development, SQL/NoSQL databases, cloud deployment (AWS/Azure/GCP), Docker).
• Experience working in research and/or academia.

Workplace

At ETH Zurich, you will join a dynamic and inclusive environment that fosters collaboration and innovation. We are committed to creating a workplace where everyone can thrive.

We Offer

• Your job with impact: Become part of ETH Zurich, which not only supports your professional development but also actively contributes to positive change in society.
• Numerous benefits, such as public transport season tickets, car sharing options, a wide range of sports offered by the ASVZ, childcare, and attractive pension benefits.

We Value Diversity and Sustainability

ETH Zurich encourages an inclusive culture. We promote equality of opportunity, value diversity, and nurture a working and learning environment in which the rights and dignity of all our staff and students are respected. Sustainability is a core value for us - we are consistently working towards a climate-neutral future.

Curious? So Are We.

Apply online using the form below. Please submit the following documents:

• Curriculum vitae (1-2 pages)
• Cover letter (1 page)
• A statement of research interest related to the project outline above (1 page)
• Copies of bachelor's and master's degrees
• Names and contact details of two references

Only applications matching the job profile will be considered. For further information about the research groups involved, please visit our websites: techmarketing.ethz.ch, mobiliarlab.ethz.ch, aivalue.ethz.ch. Informal enquiries regarding the position can be directed to Dr. Joseph Ollier at jollier@ethz.ch (no applications).

About ETH Zürich

ETH Zurich is one of the world’s leading universities specialising in science and technology. Renowned for its excellent education and cutting-edge research, ETH promotes independent thinking and an environment that inspires excellence. Located in the heart of Europe, we are committed to developing solutions for the global challenges of today and tomorrow.