Customer Insights Analyst — Voice of Customer

About the Company

Adalat AI is building an end-to-end justice tech stack that automates manual and clerical pain points in courtrooms, giving judges back time to focus on what matters most: decision-making and delivering justice. Our solutions — from AI-powered transcription in Indian languages to case-flow management, document navigation, and the Paperless Courts platform — are now deployed across 10 states, covering nearly 25% of India's judiciary. Backed by leading technology companies and funders, and incubated at MIT and Oxford, Adalat AI is working to eliminate judicial delays and expand access to timely justice. Founded by a team with backgrounds in law, technology, and economics from Harvard, Oxford, MIT, and IIIT Hyderabad, we are scaling rapidly across India and the Global South.

Role Overview

We are hiring a Customer Insights Analyst to own the Voice of our Customer.

Our users are judges, stenographers, and court staff. They do not fill in surveys. They tell us things over WhatsApp, on helpline calls, during in-person training, and through the state partnership leads who see them every week. That signal arrives constantly and lands nowhere in particular. Nobody currently owns turning it into something the product can act on.

The consequence is that our roadmap is influenced by whichever state has the most volume and the most persistent advocate. Your job is to replace who asked loudest with what is happening, to how many users, in which states, with what consequence.

You will sit between the partnership team and the product team. You will pull signals from every channel, own the tagging taxonomy that customer support tags against, size every theme with numbers, and carry that evidence into product check-ins yourself. You present the customer's truth. You do not decide the roadmap — prioritisation stays with the Product Owner, and that boundary is exactly what makes your evidence trusted rather than argued with.

We have a preference (not a requirement) for people who are self-starters when a problem is handed to them. There is no existing taxonomy, no established cadence, and no template to inherit. You will make them.

Key Responsibilities

Own every channel of customer signal — Slack insight and reporting channels, the support dashboard, email, WhatsApp helpline, helpline calls, training feedback, and notes from court visits
Own the taxonomy — build and maintain the tagging structure customer support tags against, and keep it clean as new themes emerge
Synthesise — turn hundreds of scattered, contradictory, sometimes transliterated complaints into a small number of named, evidenced themes with source metadata: state, court type, judge or steno, time period
Size everything — every theme carries a count, a spread across states, a frequency, and a direction of travel; a theme without a number does not leave your desk
Hunt the contradictions — check what users say against what usage data shows, and treat the gap between them as the most valuable finding you have
Write for busy people — TLDR at the top, evidence below, scannable by an engineer in two minutes
Collaborate the stakeholder rhythm — the bi-weekly VoC call with partnership, and representing customer evidence in the product check-ins that run four days a week
Hold the CS/VoC line — customer support makes one user's problem go away; you make the pattern visible so the product stops causing it

About You

You are calm with difficult stakeholders. When a senior partnership lead pushes hard for a feature that two users in one district asked for, you do not cave and you do not lecture them about sample size. You acknowledge the request, you show what the evidence says, and you offer a next step. You have done this before and you know it is a skill, not a personality.

You write short. You have watched good analysis die because it was fourteen pages long and the engineer who needed it scrolled past.

You are comfortable without authority. You will NOT influence a roadmap but provide data which leads to any decisions made wrt a roadmap. You will show and care about the truth about the customer’s experience wrt our product. If that sounds frustrating rather than interesting, this is the wrong role.

Qualifications

1–3 years turning messy human input into recommendations someone acted on — user research, product operations, consulting, customer insights, service design, policy research, or programme management; the title does not matter
Real qualitative skill — you run a conversation with a senior, non-technical, time-poor person and come away with signal, not just sympathy
Working comfort with numbers — not SQL-expert level, but you size problems properly and you never confuse "42 complaints" with "42% of users"
Excellent written English — structured, short, defensible
Composure with senior cross functional stakeholders
Genuine interest in AI and legal-tech, and in how Indian courts take up technology

Especially valuable

Basic SQL, or a genuine intent to learn it in your first 60 days
Experience with government, judicial, healthcare, or other high-hierarchy, low-tech-literacy user bases
Using LLM tooling for first-pass clustering of large volumes of free-text feedback

What You Will Achieve in a Year

You will have built a single taxonomy and a single pipeline, so customer signal from every channel lands in one place instead of six
You will have made VoC the default reference in product check-ins — cited by product and partnership without being asked for
You will have surfaced at least three findings where what users said contradicted what the data showed, and changed a decision because of it
You will have made the partnership team's asks land harder, because they now arrive with evidence attached

Our Interview Process

We keep our process straightforward and transparent. Here's what to expect:

R1 — Intro Call (30 minutes)
An introduction to Adalat AI — our mission, the problem we're solving, and an initial conversation around role fit.

R2 — Design Deep-Dive (45 minutes)
A discussion on your past experience, design process, and how your background connects to the work we're doing.

R3 — Portfolio Review (60 minutes)
A walkthrough of your portfolio with a cross-functional panel — walk us through your work, decisions, and design thinking.

R4 — Culture Fit — Founder Chat (30 minutes)
A conversation with one or more of our founders to assess mutual fit and shared values.

R5 — Offer
If it's a great match on both sides, we'll move forward with an offer.

Note: The process may vary depending on seniority and role. For lead roles, a whiteboarding challenge may be added after the portfolio review.