Karen has spent 30 years in the Customer Services industry, gaining a wealth of experience spanning financial services, utilities and telecoms at brands such as telephone and online bank First Direct, Centrica and Virgin Media.

She is currently Director of Strategy and Change at the Independent Parliamentary Standards Authority, the independent regulator of MPs’ pay and business costs, and is responsible for developing and delivering a three-year strategy that creates a customer-focused culture and a sustainable, efficient and seamless service for the UK’s 650 MPs and their staff. 

She has a background in operational and change leadership, culture change, regulation, credit management and customer service excellence and is renowned for developing purposeful customer-centric cultures to drive advocacy and great customer outcomes, breaking down barriers to service excellence.

Karen has a keen interest in people and customers and firmly believes valued people value customers. She is looking forward to translating her experience into helping Bradford achieve great patient outcomes and service excellence.

Yorkshire born and bred,  Karen enjoys being outdoors and spends most of her spare time at the side of a rugby pitch, supporting her son and keeping the players safe in her role as Club Welfare Officer at Siddal ARLFC.