CHIRAG PATEL
Wake Forest,NC
Summary
CX Strategy and Technology Consultant with over 11 years of experience in implementing enterprise Voice of Customer (VoC) platforms, including Medallia and DXA, across diverse industries, such as healthcare, retail, and hospitality. Specializes in platform configuration, API integrations, and data transformation, delivering analytics that enhance customer and business outcomes. Demonstrated success in leading global deployments and designing CX strategies for Fortune 500 clients, utilizing agile project delivery methods. Holds certifications in Medallia Experience Cloud, Digital, and Salesforce Connector.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CX Strategy & VoC Consultant (Contract)
Vail Resorts Inc
Remote, NC
09.2025 - Current
- Led enterprise Customer Experience and Voice of Customer transformation across Vail ski resorts and digital platforms.
- Relaunched and governed Vail’s CX and digital experience measurement program for multiple channels.
- Designed and launched surveys for Epic Pass, ticketing, lodging, and events to gather guest insights.
- Developed customer journey maps to analyze digital behavior and service interactions, identifying friction points.
- Standardized and rebuilt executive CX dashboards, enhancing trust in NPS, CSAT, and guest effort metrics.
- Implemented closed-loop feedback workflows for real-time service recovery and improved guest retention.
- Collaborated with Digital, IT, Guest Services, and Marketing to align CX metrics with business outcomes.
- Established governance for CX best practices, including survey standards, privacy controls, and reporting protocols.
- Built systems of action by integrating VoC insights, digital behavior, and service workflows to drive frontline recovery, and leadership decision-making.
- Collaborated with cross-functional teams to enhance project deliverables and timelines.
Senior Manager, CX Solution Engineer
Pfizer
Raleigh, NC
12.2024 - 08.2025
- Spearheaded the global rollout of 8+ feedback and engagement programs across multiple markets in 90 days, driving a unified client experience framework and stronger, data-driven decision-making.
- Led global VoC transformation by rearchitecting the Medallia CX program for PfizerPro and internal contact centers, consolidating multi-channel feedback (web, email, event, and Salesforce touchpoints).
- Led enterprise-wide implementation of Medallia DXA for Pfizer Pro websites, managing the migration of 105 sites from Hotjar to DXA. Successfully launched DXA for Pfizer's 2025 Super Bowl commercial, capturing engagement metrics like session replays and conversion ratios.
- Acted as the primary liaison between the Product, IT, and CX teams to ensure readiness for platform deployment and seamless integration with internal data systems.
- Designed scalable, API-driven integrations aligned with Pfizer’s InfoSec and architecture standards, automating manual reporting and improving accuracy.
- Developed secure SFTP file-sharing and encryption processes, achieving full compliance with data governance standards.
- Created self-service dashboards for stakeholders to monitor customer sentiment and engagement KPIs, increasing adoption by 25%.
- Led enablement sessions and user training to accelerate adoption and ensure alignment with client and business outcomes.
Professional Services, Technical Manager
Medallia
Melbourne(Australia)|Raleigh, NC
10.2018 - 11.2024
- Directed end-to-end delivery of enterprise CX solutions for Fortune 500 clients across telecom, retail, insurance, and pharma sectors.
- Partnered with Product and Client Services to define enablement frameworks, ensuring successful deployment, and sustained product adoption.
- Architected and optimized Medallia Experience Cloud and digital programs, ensuring scalability, data integrity, and regulatory compliance.
- Integrated Medallia with Salesforce and third-party platforms using APIs and secure data pipelines; enhanced data accuracy and timeliness across systems.
- Advised clients on best practices for global feedback programs, channel expansion, and self-service enablement.
- Mentored junior consultants, and led internal technical enablement workshops to standardize implementation quality across teams.
Analyst/Lead Analyst
Etech Global Services
Gandhinagar, India
02.2014 - 07.2018
- Guide teams and clients on CX program architecture, ensuring quality, and sustainability.
- Configure and customize the Medallia platform, including survey design, and custom integrations.
- Led technical projects for Medallia CX SaaS platforms, managing resources, and budgets for optimal results.
- Hands-on development and responsibility for the end-to-end implementation of the Medallia programs for the clients, using core MEC products such as Medallia Experience Cloud, Medallia Speech, and digital.
- Analyze survey data, troubleshoot technical issues, and collaborate with Medallia support teams.
- Trained users and created process documentation to improve adoption and reduce support escalations.
Education
MBA - IT - Information Technology, Banking and Finance
SICSR (Symbiosis International University)
07.2014
Bachelor of Science - Computer Science & Engineering
SSGMCE, SGBAU
06.2011
HIGHER SECONDARY CERTIFICATE -
Maharashtra State Board of Secondary And Higher Secondary Education
03.2007
SECONDARY SCHOOL CERTIFICATE -
Maharashtra State Board of Secondary And Higher Secondary Education
07.2005
Skills
- Medallia Certified (Digital, Medallia Cloud Experience)
- Technical project management
- Usage analytics and dashboard development
- Customer experience strategy
- NPS, CSAT, sentiment, and text analytics
- Platform deployment (Medallia, Salesforce)
- Web technologies (JavaScript, HTML5, CSS) for digital experience tracking and survey instrumentation
- OAuth SSO configuration and security compliance
- Regulatory compliance and risk management
- Root cause analysis and escalation management
- Survey design and user training
- Cross-functional collaboration
- CX platforms expertise (Medallia, Qualtrics)
- Project delivery and governance
- VoC program design and customer journey mapping
- Engagement metrics analysis
- CX program management
Certification
• Medallia Experience Cloud Certified
• Medallia SFDC Certified
• Medallia Digital Certified
• Medallia SFDC Certified
• Medallia Digital Certified
Hobbies and Interests
- Playing cricket
- Traveling
- Hiking
Languages
English
Advanced (C1)
Timeline
CX Strategy & VoC Consultant (Contract)
Vail Resorts Inc
09.2025 - Current
Senior Manager, CX Solution Engineer
Pfizer
12.2024 - 08.2025
Professional Services, Technical Manager
Medallia
10.2018 - 11.2024
Analyst/Lead Analyst
Etech Global Services
02.2014 - 07.2018
MBA - IT - Information Technology, Banking and Finance
SICSR (Symbiosis International University)
Bachelor of Science - Computer Science & Engineering
SSGMCE, SGBAU
HIGHER SECONDARY CERTIFICATE -
Maharashtra State Board of Secondary And Higher Secondary Education
SECONDARY SCHOOL CERTIFICATE -
Maharashtra State Board of Secondary And Higher Secondary Education