The team
No associates on rotation, no graduates learning on your dime. When you engage Albion Illiriya, you get senior practitioners who have delivered exactly this kind of programme before.
Senior Principal Partner
CX Transformation & Technology
Over fifteen years working at the intersection of enterprise technology and customer experience delivery. Most recently as UK & Ireland lead for services engagement at one of the world's largest CX technology organisations — responsible for structuring, selling, and governing complex implementation programmes across Financial Services, Telecoms, Retail, and the Public Sector.
That means years spent inside the problem: running discovery with sceptical operations directors, navigating vendor relationships on behalf of clients, managing the politics of large steering committees, and knowing when a programme needs to change course before the client does.
The pattern across every engagement has been the same: technology is rarely the issue. Governance, change readiness, integration complexity, and honest business case management — those are the variables that determine whether a programme succeeds or quietly disappoints. That is the lens brought to every Albion Illiriya engagement.
Principal Partner
CX, Brand & Marketing Strategy
A senior marketing and customer experience leader with deep roots in the global hospitality industry. Vice President — Marketing & Sponsorships at one of the world's largest hotel groups, spanning more than 5,000 properties across every major market, with the role sitting at the intersection of brand, loyalty programme strategy, customer experience, and commercial partnerships at scale.
The hospitality context matters: few industries place customer experience under more scrutiny, at every price point and in every cultural context. Experience designing loyalty propositions that retain high-value guests, managing global brand consistency across franchise and managed properties, and building sponsorship strategies that connect brand to customer in ways that last beyond a campaign.
The perspective brought to Albion Illiriya is deliberately different from pure technology delivery: what does the customer actually feel at each touchpoint, what does the brand promise, and does the operational reality honour it? Those questions matter whether you are running a contact centre, a hotel chain, or an FMCG brand — and they are not answered by technology alone. A legal background adds a dimension most CX practitioners lack: the discipline to interrogate assumptions, understand the obligations organisations carry towards their customers, and ensure that what gets designed can actually be governed.
Most CX consultancies come from one direction — either the technology side or the brand and marketing side. Rarely both. The combination at Albion Illiriya is deliberate.
Technology without a clear customer and brand lens produces systems that work but experiences that disappoint. Brand vision without operational and technical credibility produces strategies that never make it off the slide deck. Together, those perspectives produce something more useful: advice that is both commercially honest and practically deliverable.
Senior throughout. Every engagement is led by a partner. No handoff to a junior team once the contract is signed.
Technology and brand, not one or the other. We advise on both because the answer usually requires both.
Sector depth in the areas we work. Financial Services, Telecoms, Hospitality, and Technology — not generalists spreading thin across every vertical.
Honest when the answer is no. We have turned down work that was not right for the client. We will tell you if your timelines are unrealistic or your business case does not hold.