BKU Journey
"Empowered users build empowered systems — the Business Key User is the voice of the process, the bridge to innovation, and the catalyst for change."
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What is a BKU?
Business Key User (BKU) is not just a title; it's a strategic role within the Customer Center (CC). BKU plays a critical role, being a link between the day-to-day operations and the Division, ensuring that processes and systems work in harmony and monitoring our KPIs.
They are process experts within the Customer Center (CC) who have a deep understanding of how the business workflow operates and how those workflows interact with our existing system. BKUs provide guidance, support, and leadership within the organization, helping others navigate systems and adopt best practices.
Why is the BKU's role important?
Why is the BKU role important?
BKU helps to:
- Bridge the gap between business and technology.
- Empower teams by sharing knowledge and offering support.
- Drive process improvements (with the help of GPE) by identifying issues and helping to propose solutions.
- Facilitate change, helping teams to adapt to the new systems and ways of working!
What makes a BKU unique?
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What makes a BKU unique?
- A holistic view of both business and system functionality.
- Strong communication and collaboration skills.
- The ability to lead without formal authority, through expertise and trust.
- A commitment to continuous learning and improvement
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BKU Journey
Fernando Serna
Created on October 6, 2025
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Transcript
BKU Journey
"Empowered users build empowered systems — the Business Key User is the voice of the process, the bridge to innovation, and the catalyst for change."
Click here to start
Click on the orange icon to get more information
What is a BKU?
Business Key User (BKU) is not just a title; it's a strategic role within the Customer Center (CC). BKU plays a critical role, being a link between the day-to-day operations and the Division, ensuring that processes and systems work in harmony and monitoring our KPIs. They are process experts within the Customer Center (CC) who have a deep understanding of how the business workflow operates and how those workflows interact with our existing system. BKUs provide guidance, support, and leadership within the organization, helping others navigate systems and adopt best practices.
Why is the BKU's role important?
Why is the BKU role important?
BKU helps to:
What makes a BKU unique?
First part Completed!
Complete the task below to jump to the next chapter
What makes a BKU unique?
Click to Continue