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We help people secure their future and protect the ones they love.
The Role
Designs and leads end-to-end business process transformations across Operations, Technology, Risk, Compliance, Legal, and customer experience teams. Responsibilities include current- and future-state process design, Lean analysis, requirements definition, benefit realization, process performance management, automation and AI use-case development, and continuous improvement. The role also establishes process engineering methods, standards, governance, and reusable patterns while influencing senior stakeholders and cross-functional teams without direct authority.
Summary Generated by Built In
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.
The Minimum Qualifications
The Ideal Qualifications
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:
#LI-JF1
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.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
Salary Range: $121,800-$159,800
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
#LI-JF1
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.
California residents: For detailed information about your rights under the California Consumer Privacy Act (CCPA), please visit our California Consumer Privacy Act Disclosures page.
Salary Range: $121,800-$159,800
Skills Required
- 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 a degree
- Experience designing and implementing end-to-end business processes with measurable improvements
- Deep experience applying Lean principles to process design, problem solving, and sustained performance improvement
- Experience designing complex operational processes integrating customer journeys, employee experience, risk, controls, and execution
- Working knowledge of workflow, case-management, insurance administration, automation, integration, operational data, and AI-enabled workflow technologies
- Ability to translate ambiguous objectives into integrated process designs, decisions, measurable outcomes, and recommendations for senior leaders
- Systems thinking, strong operational judgment, and ability to manage complex workstreams across distributed teams
- Experience in life insurance or financial-services operations
MassMutual Compensation & Benefits Highlights
How does MassMutual ensure its pay and bonus plans are competitive?
MassMutual provides market-competitive salaries and generous incentive pay opportunities for all employees. Whether an employee is just starting out, transitioning to a new career, or joining us as a seasoned leader — we value their contributions.
- Competitive Salary and Bonus offerings: MassMutual’s base salaries reward and recognize employees’ experience, skills and performance. Our salary ranges are regularly benchmarked within our industry and the broader job market to ensure competitiveness. Additionally, all MassMutual employees have the opportunity to receive competitive, performance-based bonuses, either annually or more frequently.
- Annual Incentive Plan (AIP): AIP awards are discretionary and based on individual and company performance, with opportunities to earn above-target bonuses in years with exceptional results. These awards consider not only what results a person achieved, but how they achieved them, rewarding behaviors that help create a productive and welcoming work environment for everyone.
- Employees in sales roles participate in our variable incentive compensation (VIC) program instead of AIP. VIC provides incentive pay awards commensurate with results for individuals in roles that directly influence sales.
- Employees in sales roles participate in our variable incentive compensation (VIC) program instead of AIP. VIC provides incentive pay awards commensurate with results for individuals in roles that directly influence sales.
- Pay transparency and pay equity: MassMutual publishes salary ranges in job postings and is committed to promoting pay equity. This includes providing pay equity training to managers, reviewing the pay of employees who perform similar work as a standard practice when making compensation recommendations, and partnering regularly with independent external experts to check our work.
- Benefits as part of Total Rewards: MassMutual invests in every aspect of their employees’ well-being, providing a rewards package that goes far beyond a paycheck to support them physically, mentally, and financially. Their robust healthcare, retirement and protection benefits provide a range of support through all of life’s big moments — and, over the years, they have expanded their pioneering leave programs so employees can better care for themselves and the people they love.
- Health benefits: MassMutual offers a comprehensive suite of health and wellness benefits, focusing on solutions that support holistic well-being, aimed at improving access and outcomes for all, and provide flexibility to meet our employees’ and their families’ unique needs. Employees value our wide array of benefits, with one sales assistant citing “great benefits and lots of flexibility,” and another employee describing the company’s “good leadership and benefits.” (MassMutual Careers Benefits; Glassdoor). In a 2026 employee survey, one employee noted “The organization offers a wide range of programs and benefits that meaningfully support employees and foster a positive, inclusive culture.”
- Retirement and financial benefits: MassMutual provides a 401(k) plan contribution of up to 10% of eligible compensation, including up to 5% company match on employee deferrals and, for all eligible employees, a 5% annual company contribution. The company also treats eligible student loan payments like 401(k) contributions for matching purposes. The company provides a Retiree Health Reimbursement Account to eligible employees; monthly credits start at age 45. (MassMutual Careers Benefits; MassMutual 2025 Annual Report)
- Additional health programs: MassMutual offers additional benefits such as a health savings account, access to a broad network of mental health resources and providers for employees and their family members, and resources like medical and surgery decision support, healthcare navigation services, and more. All employees also have access to a Well-Being Wallet, where they can be reimbursed for up to $1,250 per year for eligible physical, mental, or financial wellness related expenses.
- Other benefits: Employees have access to an array of resources to help strengthen their overall well-being and protect the ones they love, at every stage of life. Whether growing their family, volunteering in their community, planning their legacy, or looking to save on everyday expenses like pet or auto insurance, we offer financial benefits and corporate discounts to help.
- Employee Feedback on Benefits: MassMutual conducts regular employee surveys, and benefits continuously receive positive feedback. In their 2026 survey, one employee said “...the total benefits program here at MassMutual has to be one of the best, if not the very best. It seems this company goes out of its way to make sure their employees are well taken care of." With another employee sharing “The Well-Being Wallet, education reimbursement, time off & leave programs are top notch and unlike anything I've experienced”.
- Time off & leaves: MassMutual’s flexible time-off and leave programs support employees’ well-being, help them care for loved ones, and balance personal priorities. Offerings include inclusive caregiver, bereavement, and other essential leaves; generous parental leave and financial support for adoption and surrogacy; up to 24 hours of paid volunteer time annually; and generous vacation, flexible holidays, companywide paid holidays and remote work weeks, and five “take care days.”
- External signals:
- Benefits value: Employees on external review sites regularly highlight benefits as a strength, with reviews calling out “excellent benefits,” “great benefits” and a “great benefits package.” (Glassdoor; Indeed)
- Benefits and retention: Employees surveyed on external review sites rate MassMutual’s perks and benefits an A-, with 100% saying perks and benefits play a role in staying at the company. (Comparably)
Bottom line: MassMutual supports employee wellbeing through competitive salaries and bonus opportunities, strong retirement contributions, and benefits designed to support the financial, physical, and mental well-being of employees and their families.
MassMutual Insights
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The Company
What We Do
Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We’re people helping people. Together, we’re stronger.
Why Work With Us
MassMutual has the financial security and stability of a 170+ year old company, with the culture and energy of a startup. We work every day with the customer front of mind to build the best digital experience in the industry.
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MassMutual Teams
MassMutual Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We believe in capitalizing on the best of being together in our offices as well as personal flexibility. Our workplace philosophy puts office collaboration first, combined with flexibility to work remotely.
Typical time on-site:
3 days a week
