In this Q&A, we put the spotlight on our new starter, Karuna Andrews, Head of Delivery for Chorus Intelligence. In this global, multi-faceted role, Karuna will drive excellence across our delivery function. We sat down with her to learn more about her background, what she’ll be focusing on, and her vision for success at Chorus.
Can you tell us a little about your background and experience?
I have over 25 years of experience in IT project and programme management across a wide range of public sector organisations, working both as a supplier and a customer. My career began in social housing (Metropolitan Housing Trust, Southwark Council, Comino, Civica, and Sovereign Business Integration), before moving into policing (Metropolitan Police Service), higher education (Imperial College London), and then back into policing with Forensic Analytics and Chorus Intelligence. I also spent time in the Cabinet Office with the Infrastructure and Projects Authority.
Throughout my career, I’ve led organisation-wide transformation programmes as well as numerous individual project deliveries. Alongside delivery, I’ve consistently been involved in shaping governance, frameworks, and processes – ensuring teams have the right level of structure and information to succeed. For me, good governance is about enabling progress rather than creating unnecessary paperwork – striking the right balance of clarity and guidance so teams can focus on delivering meaningful outcomes.
What is delivery and why is it important?
Delivery goes beyond simply completing projects. It’s about how we manage outcomes, relationships, and communication across the organisation. At its core, it includes project delivery, but it also extends to how we look after our products, services, and most importantly, our customers.
Strong delivery means paying attention to both external and internal relationships. Externally, it’s about ensuring customers receive real value and consistent care. Internally, it’s about how information and direction flow through the organisation, from senior leadership to every team member. How those messages are shared, and the care and diligence with which they are delivered, directly impacts how effectively people can do their jobs.
Ultimately, delivery is important because it underpins trust, clarity, and progress. It ensures that promises made, whether to customers, partners, or colleagues, are fulfilled in a way that creates value and supports long-term success.
What attracted you to join Chorus, and what excites you most about being part of our journey?
What attracted you to join Chorus, and what excites you most about being part of our journey?What attracted me to Chorus was the opportunity to play an active role in shaping how the organisation moves forward. What excites me most is seeing the tangible impact of those efforts. This includes how improvements in service delivery will benefit our customers, the insights we’ll gain from their feedback, and how we can use that learning to continually evolve and grow together.
Your role covers a lot of different areas. How would you describe what you’ll be focusing on?
My main focus is on improving the service we deliver to customers. That means supporting the sales team, creating a more structured approach to service delivery for implementations, and building clear communication channels across the company, so everyone understands their role in retaining existing customers and winning new ones.
The US is a fast-growing territory for us. How do you see opportunities there, and how will you support our customers in that region?
The US is a fast-growing territory for us. How do you see opportunities there, and how will you support our customers in that region?The overall goals for the US are very much aligned with those in the UK – delivering excellent service and creating real value for our customers. However, the market is structured differently, which means the path to achieving those goals comes with unique challenges.
To succeed, it’s important we put the right processes and training in place to fully support the US function. Part of that is understanding how training needs may differ. Whether that’s adapting content, language, legislative requirements, or real-world scenarios, to make sure it resonates and delivers effectively. By tailoring our approach in this way, we can ensure that customers in the US receive the same high-quality support while recognising the specific context they operate in.
How do you see the CIS helping analysts and investigators alike create greater impact in their day-to-day work?
The CIS is a powerful tool with a wide range of functionality. My aim is to help customers unlock the greater potential that the CIS has so that it becomes an indispensable part of their daily workflow.
For customers who haven’t yet migrated from our legacy products, this is an opportunity to demonstrate the unique capabilities of the CIS that surpass our previous solutions. By showcasing how these features enhance efficiency and effectiveness, we can encourage adoption and build long-term engagement with the platform
Finally, what are you most looking forward to achieving in your first few months at Chorus?
Finally, what are you most looking forward to achieving in your first few months at Chorus?In my first few months, I’m looking forward to laying the foundations for the changes we need, turning ideas into concrete plans and gaining a clear understanding of how things are currently done. For me, it’s about getting under the skin of the organisation, identifying opportunities, and starting to build the structures that will support lasting improvements.
Connect with Karuna on LinkedIn
