Gluu Glossary

Organisational role

An organisational role is a function someone performs that isn’t defined by their job title – the different “hats” one person can wear across an organisation’s processes.

A single person with the title “Account Manager” might also carry the organisational roles of “Business Developer” or “Customer Success Manager,” each with its own responsibilities. Naming these roles explicitly – separately from titles – makes it clear who is accountable for what.

Organisational roles matter most in process documentation: they’re what fill the swimlanes in a process map, showing exactly which role is responsible for each step. Without named roles, a process map can show activities but not accountability.