Karen Paxford

Karen is Head of Enterprise IT Operations at NFU Mutual, with responsibility for colleague‑facing IT services including Service Desk, Change, MIM, Configuration and Colleague Experience. With a strong background in release and service delivery, Karen focuses on operational resilience, continuous improvement, and experience‑led service management.

She is a key sponsor of Experience Level Agreements (XLAs) and is passionate about building inclusive, high‑performing teams that deliver reliable, future‑fit IT services.