Customer Insights: End-to-end national responsibility for carrying out CSAT & VoC studies for all Business Units at TTSL. Key interface with Market Research Agencies & Business Units. Profile included mapping BU’s requirements & drawing out the roadmap for all studies to be conducted for the upcoming financial year & its execution. Based on findings, carrying out RCA & identifying improvement areas, along with key stakeholders, and implementing action plans to maximize customer satisfaction level.