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. This joint initiative between ETH Zurich and a Swiss insurer focuses on exploring the benefits of emerging technologies while balancing their potential pitfalls. Our research combines data from real-world and experimental settings at the intersection of data, behavioural, and computer science.
• 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 or as a support tool for employees. Projects will explore the success factors in designing and implementing Conversational AI, considering various technical foundations, usage contexts, and individual-level factors. Your research output will have clear managerial relevance, involving analysis of both primary and secondary data in controlled and field settings. You will have the opportunity to shape projects and research questions from this overarching scope, while collaborating closely with industry partners and adapting to emerging research opportunities.

Job Description

We are currently seeking a doctoral researcher with a robust blend of technical knowledge related to the foundations of conversational AI and domain expertise on its effective deployment. The ideal candidate should possess expertise in data analytics (e.g., machine learning, statistics, econometrics), as well as familiarity with behavioural sciences (e.g., experimental design, survey research). Software engineering skills (e.g., REST API development, SQL/NoSQL databases, cloud deployment (AWS/Azure/GCP), Docker) are advantageous. You will need to be highly flexible and responsive to emerging opportunities with industry partners. A high level of motivation to drive projects forward and network across Switzerland is essential.

Responsibilities

• Using data and technology to conduct managerially relevant research.
• Collaborating with experts and industry partners.
• Attending international conferences to share your work.
• Publishing in top-tier scientific journals in the fields of Marketing and Information Systems.
• 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, such as AI Systems and Engineering Management, Business Analytics, Quantitative Marketing, or Applied Artificial Intelligence.
• Strong domain knowledge in the field of Conversational AI.
• A keen interest in the intersection of technology and management.
• Proficiency in all stages of quantitative data analysis using tools like Python or R.
• Confidence to take the lead in research meetings with project partners and network in Switzerland.
• Highly organized with exemplary project management skills.
• Ability to work collaboratively within an interdisciplinary team.

Desirable Requirements:

• Fluency or native proficiency in German.
• 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 in research and/or academia.

Workplace

Join a dynamic research environment at ETH Zurich, one of the leading universities for science and technology in the world.

We Offer

• Your role will make an impact: Become part of ETH Zurich, a place that values your professional development and contributes to positive societal change.
• Enjoy numerous benefits, including public transport season tickets, car sharing options, a wide range of sports activities offered by the ASVZ, childcare services, and attractive pension benefits.

We Value Diversity and Sustainability

In line with our values, ETH Zurich promotes an inclusive culture, advancing equality of opportunity, valuing diversity, and maintaining a respectful working and learning environment for all staff and students. Sustainability is a core value for us as we work consistently towards a climate-neutral future.

Curious? So Are We!

We look forward to receiving your online application, which you can apply for using the form below. Only applications matching the job profile will be considered.

For further information about the involved research groups, please visit techmarketing.ethz.ch, mobiliarlab.ethz.ch, and aivalue.ethz.ch. Informal inquiries regarding the position can be directed to Dr. Joseph Ollier at jollier@ethz.ch.

About ETH Zurich

ETH Zurich is one of the world's leading universities specializing in science and technology. Renowned for its excellent education and cutting-edge research, ETH is a place where over 30,000 individuals from more than 120 countries can cultivate independent thinking and pursue excellence. Located in the heart of Europe, we work together to develop solutions for today's global challenges.