Business Process Engineer

MassMutual • Springfield, MA

8d

About The Position

The Business Process Engineer is a senior individual contributor and process-design authority supporting Operations business areas and priority technology transformations. The role translates advisor, client, employee, business, risk, and technology needs into end-to-end processes that improve experience, reduce cost, and strengthen quality, speed, scalability, and resiliency. The engineer shapes how work is designed and stays engaged from discovery through implementation, stabilization, and ongoing improvement.

Working across Operations, Technology, Product, Risk, Compliance, Legal, and customer experience teams, the role resolves design tradeoffs and helps ensure technology investments deliver sustained business value. It also shares responsibility for the performance of selected processes with business leaders, who retain operational ownership.

The engineer will help establish the process-engineering practice by developing repeatable methods, standards, tools, and reusable patterns, and by clarifying how Process Engineers, CI Consultants, business owners, and technology partners collaborate. Success includes delivering process designs that reduce cost and improve experience, creating a repeatable approach to engaging Process Engineers in technology transformations, and supporting a shared approach to process performance with clear responsibilities, measures, review routines, and improvement priorities.

Requirements

• 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.
• 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.
• Ability to turn ambiguous objectives into integrated process designs, explicit decisions, measurable outcomes, and concise recommendations for senior leaders and delivery teams.
• Systems thinking, strong operational judgment, and ability to advance multiple complex workstreams across distributed teams while keeping dependencies, risks, assumptions, and ownership visible.
• Technology fluency and ability to shape process requirements; technical architecture and software engineering ownership are not part of the role.

Nice To Haves

• Experience in life insurance or financial-services operations is strongly preferred.
• Experience in other complex, regulated, service-intensive industries leading comparable process and technology transformations.
• Working knowledge of platforms such as Salesforce Financial Services Cloud, Genesys, workflow and case-management tools, and insurance administration systems.
• Practical fluency in automation, integration concepts, operational data, and AI-enabled workflows.

Responsibilities

• 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 workflows, roles, decision rights, controls, and measures.
• Lead current-state discovery and define future-state processes, requirements, measures, and transition approaches.
• Partner with business, technology, change management, risk, and finance teams to estimate benefits, implement and reinforce process designs, and confirm expected value is realized.
• Partner with business leaders to preserve process-design integrity, monitor process health, diagnose gaps, and improve selected processes over time.
• Identify appropriate technology, automation, data, and AI use cases; define decisions, controls, exception paths, and human work; assess readiness; and establish monitoring.
• Establish repeatable process-engineering methods, standards, tools, and reusable patterns, and help clarify collaboration across Process Engineers, CI Consultants, business owners, and technology partners.
• Strengthen process-design capability across Operations.
• Use process data, stakeholder insights, structured problem solving, and judgment to challenge assumptions and facilitate decisions across business units and senior stakeholders.
• Make tradeoffs, dependencies, assumptions, risks, decisions, and ownership explicit to advance complex work without relying on direct authority.

Benefits

• Access to learning, development, and internal networks that support continuous growth and skill-building.
• Employee-led communities and forums that foster connection, learning, and inclusion.
• Competitive salaries and incentive and bonus opportunities.
• Industry-leading pay and benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior