Product Customer Experience (CX) Engineer

McAfee is seeking a Product Customer Experience (CX) Engineer to join the Customer Experience Validation & Product Quality team. You'll serve as the voice of the customer throughout the product lifecycle by evaluating the end-to-end customer experience across onboarding, installation, activation, subscription management, self-service, and support journeys.

The Product CX Engineer is responsible for identifying customer friction, validating real-world experiences, analyzing customer feedback and support trends, and driving improvements that increase customer success while reducing support demand.

The ideal candidate combines the analytical mindset of a Customer Experience professional with the technical aptitude of a product specialist and the curiosity of a customer advocate.

This is a Hybrid position based in New York City. We are only considering candidates within a commutable distance to the New York office. You will be required to be onsite on an as-needed basis; when not working onsite, you will work from your home office. We are not offering relocation assistance.

About the Role: 

• Analyze, design, and implement changes to points of interaction between the customer and the company to enhance customer experience with company services and products

• Identify and communicate areas of improvements in client experience to enhance products and services

• Serve as customer advocate and recommends and implements client feedback that influences and supports business decisions

• Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement

• Collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty

• May reach out to customers, interact with website users, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation

About You:

• Experience in cybersecurity, consumer software, SaaS, or technology products

• Experience working with Voice of Customer programs

• Familiarity with usability testing, customer research, or UX methodologies

• Experience supporting software releases and product launches

• Knowledge of contact center operations and support analytics

• Experience with journey analytics, customer feedback platforms, or product telemetry

• You think like a customer and investigate like an engineer

• Passionate about understanding why customers struggle, where friction exists, and how product experiences can be improved

• Your customer empathy, analytical rigor, and technical curiosity will ensure McAfee products are intuitive, effective, and easy to use

#LI-Hybrid

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Pay Range

The anticipated compensation for this position is USD $103,470.00/Yr. - USD $169,980.00/Yr. depending on experience and qualifications.
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