Doctoral researcher / Doctoral researcheress

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

100%, Zurich, fixed-term

The Technology Marketing Group, established in 2013 by Florian von Wangenheim at ETH Zurich, is a pioneering research group that delves into the intersection of marketing, technology, and societal impact. Alongside its associated centres and labs, we investigate how to effectively market innovative offerings while exploring how emerging technologies transform relationships between organizations and their stakeholders.

This PhD position presents an exciting opportunity to collaborate with two centres within the Chair on applied research that has significant managerial relevance:

• The Mobiliar Lab for Analytics: This lab develops and tests digital interactions using emerging technologies and artificial intelligence. As a joint initiative between ETH Zurich and a Swiss insurer, we focus on the benefits of emerging technologies while addressing their potential drawbacks. Our research, which spans data, behavioural, and computer science, utilizes real-world and experimental data.
• The Centre for AI Value: This centre identifies and implements AI applications that generate economic value, bridging academic AI research with practical business applications, focusing on customer service, multimodal data modelling, and process automation.

Project Background

In this role, you will examine how conversational AI can effectively support frontline service interactions with customers or serve as a tool for employees. Projects will investigate critical success factors in the design and deployment of Conversational AI, considering factors such as technical foundations (e.g., prompt engineering, fine-tuning, model architecture), context of use (e.g., routine vs. specialized services), and individual characteristics (e.g., personality profile, AI literacy). This research aims to optimize Conversational AI for its deployment contexts, enhancing both customer service and workplace efficiency. Research output will have clear managerial implications and will involve both primary and secondary data analysis in controlled and field settings. The successful candidate will shape research questions and projects in collaboration with industry partners and in response to emerging research opportunities.

Job Description

We are looking for a doctoral researcher with strong technical skills related to conversational AI and a solid understanding of its effective deployment. Ideal candidates should possess:

• Skills in data analytics (e.g., machine learning, statistics, econometrics) and behavioural sciences (e.g., experimental design, survey research).
• Software engineering capabilities (e.g., REST API development, SQL/NoSQL databases, cloud deployment (AWS/Azure/GCP), Docker).
• A high degree of flexibility and responsiveness to emerging opportunities in industry partnerships.
• Strong motivation to drive projects forward and network effectively throughout Switzerland.

Responsibilities include, but are not limited to:

• Leveraging data and technology to conduct managerially relevant research.
• Collaborating with field experts and industry partners.
• Presenting your work at international conferences.
• Publishing research in prestigious scientific journals in Marketing and Information Systems.
• Engaging with the public and promoting outreach efforts.
• Providing teaching support and supervision within the Chair of Technology Marketing, D-MTEC.

Profile

Essential Requirements:

• Excellent written and oral communication skills in English.
• A Master’s degree that effectively combines managerial know-how with technical skills (e.g., AI Systems and Engineering Management, Business Analytics, Quantitative Marketing).
• Strong knowledge of Conversational AI and a keen interest in the intersection of technology and management.
• Proficiency in quantitative data analysis stages (e.g., using Python or R).
• Ability to take a lead role in research meetings and network within Switzerland.
• Exceptional organizational and project management skills.
• A collaborative mindset for interdisciplinary teamwork.

Desirable Requirements:

• Fluency in German is highly desirable.
• Technical experience implementing Conversational AI in management contexts.
• Familiarity with transformer models and mixed methods research.
• Software engineering skills (e.g., REST API development, cloud deployment).
• Experience in research and/or academia.

Workplace

Your role will be based at ETH Zurich, a leading institution renowned for its commitment to excellence in education and research, as well as societal impact.

We Offer

• A role that makes a difference: Join ETH Zurich, where your professional development is supported and contributes to positive societal change.
• A variety of benefits, including public transport passes, car-sharing options, a wide scope of sports activities offered by ASVZ, childcare services, and attractive pension benefits.

We Value Diversity and Sustainability

ETH Zurich champions an inclusive culture that promotes equality of opportunity, values diversity, and fosters an environment where the rights and dignity of all staff and students are respected. Visit our Equal Opportunities and Diversity website to learn about our commitment to an open and fair environment that allows for growth and success. Sustainability is central to our mission, and we are actively pursuing a climate-neutral future.

Curious? So Are We.

Apply online using the form below. Only applications matching the job profile will be considered.

For more information about the involved research groups, please visit techmarketing.ethz.ch, mobiliarlab.ethz.ch, and aivalue.ethz.ch. For informal inquiries regarding the position, please contact Dr. Joseph Ollier at jollier@ethz.ch (no applications).

About ETH Zurich

ETH Zurich is one of the world’s leading universities specializing in science and technology, recognized for exceptional education, groundbreaking research, and the direct transfer of new knowledge into society. Our diverse community includes over 30,000 individuals from more than 120 countries, fostering an environment of independent thinking and excellence. Located in the heart of Europe and connected globally, we work collectively to address today’s challenges and create solutions for tomorrow.