Business Process Engineer

Continuous Improvement Team

Full-time, Springfield, MA

The Opportunity

As a Business Process Engineer supporting one or more Operations business areas, you will serve as a senior individual contributor and process-design authority for priority technology transformations. You will translate advisor, client, employee, business, risk, and technology needs into end-to-end processes that improve advisor, client, and employee experience; reduce cost; and strengthen quality, speed, scalability, and resiliency.

You will shape how work is designed, not simply document current practices, and remain engaged from discovery through implementation, stabilization, and continued improvement. Working across Operations, Technology, Product, Risk, Compliance, Legal, and customer experience teams, you will resolve design tradeoffs and help ensure technology investments deliver sustained business value.

The Team

The Continuous Improvement (CI) team, part of Advisor/Client Experience & Business Excellence, helps shape the future of Operations at MassMutual. We combine Lean thinking, operational expertise, and cross-functional collaboration to improve experience, quality, efficiency, risk management, and business performance. Process Engineering extends that mission through deeper process design and ongoing stewardship in partnership with business and technology leaders. You will help build this practice while influencing some of Operations’ most important transformations.

The Impact

In this role, the success will mean delivering process designs that materially reduce cost and improve advisor, client, and employee experience; establishing a repeatable approach for engaging Process Engineers in technology transformations; and supporting the development and initial application of a shared process-performance approach for selected operational processes, including clear responsibilities, measures, review routines, and improvement priorities.

• Lead transformation process design. Create end-to-end future-state processes that connect business strategy with advisor, client, employee, risk, and technology needs. Apply process architecture, value-stream analysis, process mapping, and related methods to define clear workflows, roles, decision rights, controls, and measures.
• Carry designs through results. Lead current-state discovery and define the future-state process, requirements, measures, and transition approach. Partner with business, technology, change management, risk, and finance teams to estimate benefits, implement and reinforce the design, and confirm that expected value is realized.
• Share responsibility for process performance. Business leaders retain operational ownership, while you partner with them to preserve design integrity, monitor process health, diagnose gaps, and improve selected processes over time.
• Integrate technology, automation, data, and AI. Identify appropriate use cases; define decisions, controls, exception paths, and human work; assess readiness; and establish monitoring. This role requires technology fluency and the ability to shape process requirements—not ownership of technical architecture or software engineering.
• Build the process-engineering practice. Establish repeatable methods, standards, tools, and reusable patterns; help clarify how Process Engineers, CI Consultants, business owners, and technology partners work together; and strengthen process-design capability across Operations.
• Lead through influence and enable decisions. Use process data, stakeholder insights, structured problem solving, and sound judgment to challenge assumptions and facilitate decisions across business units and senior stakeholders. Advance complex work by making tradeoffs, dependencies, assumptions, risks, decisions, and ownership explicit—without relying on direct authority.

The Minimum Qualifications

• 8+ years of experience in process engineering, business transformation, operational excellence, service design, or management consulting.
• 5+ years of experience leading highly visible, cross-functional initiatives involving multiple business units and senior stakeholders.
• Bachelor’s degree or 5+ years of experience in industrial engineering, business, information systems, or operations in lieu of an degree.

The Ideal Qualifications

• Experience in life insurance or financial-services operations is strongly preferred. We also welcome candidates from other complex, regulated, service-intensive industries who have led comparable process and technology transformations and can bring fresh thinking.
• Demonstrated experience designing and implementing end-to-end business processes that produced measurable improvements in advisor, client, employee, and business outcomes.
• Deep experience applying Lean principles to process design, problem solving, and sustained performance improvement.
• Experience designing complex operational processes that integrate advisor and client journeys, employee experience, risk, controls, and execution.
• Working knowledge of relevant platforms—such as Salesforce Financial Services Cloud, Genesys, workflow and case-management tools, and insurance administration systems—along with practical fluency in automation, integration concepts, operational data, and AI-enabled workflows.
• Ability to turn ambiguous objectives into integrated process designs, explicit decisions, measurable outcomes, and concise recommendations that enable senior leaders and delivery teams to make difficult cross-functional decisions.
• Systems thinking, strong operational judgment, and the ability to advance multiple complex workstreams across distributed teams while keeping dependencies, risks, assumptions, and ownership visible.

What You Can Expect at MassMutual 

MassMutual offers the opportunity to do meaningful work within a purpose-driven organization that values long-term impact over short-term outcomes. In this role, you can expect:

• Clear areas of ownership and accountability, with work that connects directly to company and customer outcomes
• A collaborative environment where perspectives are welcomed  
• Access to learning, development, and internal networks that support continuous growth and skill-building over time
• Employee-led communities and forums that foster connection, learning, and inclusion across the organization
• A culture grounded in integrity, responsibility, and stewardship—supported by a company with a strong legacy and a future-focused mindset

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Salary Range:

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.  Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.  For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.