Customer Insights and Strategic Business Partnering

Abstract

Ms. Loveleen Srivastava, distinguished Alumni 2009–2011. She is a HR Leader with nearly 15 years of experience across mortgage loan servicing, IT services, and automotive software development. She has worked with organizations such as Ocwen Financial Solutions, Accenture, and currently Volvo Cars, where she is part of the senior management team at the India Software Development Centre. Her expertise spans talent management, compensation & benefits, employee relations, people analytics, engagement, and HR policies & compliance. Loveleen is known for her practical, business-aligned approach to HR and her passion for working with people. Strategic business partnering (SBP) is a collaborative approach where professionals (like HR or Finance) act as trusted advisors, deeply understanding business goals to align their function's services, insights, and expertise with overall company strategy, moving beyond tactical tasks to drive innovation, solve problems, and achieve shared success with business leaders Ms. Srivastava discussed most of the points in detail pertaining to Strategic business partnering which plays a key role in performance management and Objective achievement. It integrates employee engagement with customer outcomes by creating an inclusive, supportive, and purpose-driven work environment, integrates customer-centric KPIs into performance driven systems. Volvo Cars, customer insights revealed that modern car buyers increasingly value digital experience, safety innovation and personalised service analytics, connected vehicle technologies, customer experience management and digital product development rather than only traditional automotive engineering roles. The session was made interactive with quizzes and questions. Faculty Coordinator: Dr. Sumithra Sreenath.