Product Customer Experience (CX) Engineer

Role Summary 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. Position Details 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 productsIdentify and communicate areas of improvements in client experience to enhance products and servicesServe as customer advocate and recommends and implements client feedback that influences and supports business decisionsDesign and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvementCollaborate 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 loyaltyMay 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 productsExperience working with Voice of Customer programsFamiliarity with usability testing, customer research, or UX methodologiesExperience supporting software releases and product launchesKnowledge of contact center operations and support analyticsExperience with journey analytics, customer feedback platforms, or product telemetryYou think like a customer and investigate like an engineerPassionate about understanding why customers struggle, where friction exists, and how product experiences can be improvedYour customer empathy, analytical rigor, and technical curiosity will ensure McAfee products are intuitive, effective, and easy to use Company Overview McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment. Company Benefits And Perks We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.: Bonus Program401k RetirementMedical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability CoveragePaid Parental LeaveSupport and Community Involvement14 Paid Company HolidaysUnlimited Paid Time Off for Exempt Employees96 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. Job Applicant Privacy Notice Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.