Product Customer Experience (CX) Engineer

McAfee; New York (NY); Hybrid; USD 103,000 - 170,000; Full time

Benefits offered by this job

Bonus Program

401k Retirement

Medical & dental

Parental Leave

Unlimited PTO

Job summary

McAfee is seeking a Product Customer Experience (CX) Engineer to join the Customer Experience Validation & Product Quality team in New York City. The hybrid role requires onsite presence as needed, with remote work from home when not in the office.

You will evaluate end-to-end customer experiences across onboarding, installation, activation, subscription management, self-service, and support journeys, driving improvements that boost customer success while reducing support demand.

Qualifications

• Experience in cybersecurity, consumer software, or SaaS products.
• Experience with Voice of Customer programs.
• Familiarity with usability testing or UX methodologies.
• Experience supporting software releases and launches.
• Knowledge of contact center operations and support analytics.
• Experience with journey analytics or product telemetry.
• Strong customer empathy and analytical thinking.

Responsibilities

• Analyze, design, and implement changes to points of interaction between the customer and the company to enhance customer experience with services and products.
• Identify and communicate areas of improvements in client experience to enhance products and services.
• Advocate for customers and translate feedback into business decisions.
• Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics.
• Collaborate with leaders and cross-functional teams to integrate feedback into processes, products, and services.
• May reach out to customers or conduct focus groups to vet ideas and prototype solutions.

Skills

Cybersecurity experience

VoC programs

Usability testing

Product telemetry

Journey analytics

Customer empathy

Analytical rigor

Technical curiosity

Support analytics

Product launches

Job description

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 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

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 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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