Karen Thompson-Lilley is currently the Customer Relationship Team Manager for Complaints & Escalations at National Grid since July 2025. Previously, Karen served as the Head of the Connections Reform Hub at the National Energy System Operator during a short-term secondment in 2024, focusing on collaborative operational implementations within the Reform Programme. From March 2022 to July 2025, Karen held multiple managerial roles at National Grid ESO, including ESO Commercial Codes Change Manager and Head of Customer Relationship Management. Earlier in Karen's career, from 2016 to 2022, Karen was the Senior Manager for Environment, Sustainability, and Net Zero Policy at National Grid Ventures. Karen's extensive experience at National Grid and National Gas includes roles in safety, health, environmental management, and various commercial and operational functions spanning over two decades.
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