Jessica Swartz’s Resume

Experience

Peachjar | APR 2023 – AUG 2025

Voice of the Customer & Engagement Strategy

• Built the company’s VoC infrastructure from the ground up, including feedback tagging systems, bi-annual NPS programs, and executive dashboards.

• Implemented structured insight reporting to track volume, severity, and themes across parents, schools, and community partners.

• Partnered with product leadership to launch the Parent App, contributing to a 40% YoY increase in parent engagement.

• Improved Customer Effort Score from 3.0 to 4.0 through friction reduction and usability improvements.

• Conducted foundational research on discovery and motivation within digital flyer advertising ecosystems.

UX Researcher | GoTo | FEB 2017 – SEP 2022

Customer Care & Experience Operations

• Redesigned call reason taxonomy and resolution tracking framework, improving reporting accuracy and enabling data-driven prioritization of top contact drivers.

• Trained an AI model to analyze thousands of support transcripts for keyword and sentiment trends, surfacing systemic friction at scale.

• Helped build and monitor support chatbot workflows, identifying documentation gaps and reducing avoidable support contacts.

• Developed dashboards aligning support metrics with product strategy and executive reporting needs.

Product Experience & Research

• Led foundational and evaluative research across the full product lifecycle, partnering with Product, Design, and Engineering.

• Informed roadmap decisions across onboarding, feature adoption, and user engagement.

• Delivered insight synthesis to senior leadership to support strategic planning.

Identity, Admin & Commerce Systems

• Conducted research and systems analysis across login architecture, cross-product authentication, licensing tiers, SKUs, roles, and permissions.

• Identified complexity across enterprise admin workflows and contributed to simplification efforts.

• Partnered cross-functionally to reduce friction in multi-product ecosystems.

Research Assistant | Citrix | MAY 2016 – FEB 2017

• Recruited and managed participants for research studies using direct outreach, screener surveys (Qualtrics), and Salesforce data management.

• Collaborated with lead researcher, designers, and stakeholders to plan and facilitate usability testing and prototype evaluations.

• Independently designed and moderated remote studies (click tests, IA analyses), delivering insights that directly informed product design and development.