Product Customer Experience (CX) Engineer

McAfee • New York, NY

3d • Hybrid

About The Position

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.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed