A Leader’s Journey: Growth, Culture and the Future of ICON Mexico

A Leader’s Journey: Karen Hahn on Growth, Culture and the Future of ICON Mexico

Karen Hahn’s career at ICON has unfolded over more than 15 years, shaped not by a rigid plan, but by openness to change, a commitment to learning, and a deep belief in the people around her. When she joined in 2010, the Mexico office was a team of just 40. Today, it is home to over 2,000 colleagues, a transformation she has helped lead from within.

For Karen, staying with ICON wasn’t about climbing a corporate ladder. It was about being part of a culture that feels personal, even at scale. She had been working at another large CRO and was looking for a change – not just professionally, but personally. “Everyone was talking about ICON,” she recalls. “It had a reputation for a bright future, a family-like culture, and real opportunities to grow.”

That promise held from the start. “From the interview process, I knew this was the company I wanted to work for,” she says. “It felt different – more human, more connected.” And even as the business has grown, that feeling has remained. “We’re still seen as individuals, not just numbers. That’s rare – and it’s why I’ve stayed.”

Growth Through Movement

Karen’s path hasn’t followed a single function or job family. She began in ICON’s Clinical Research division (ICR), a space she knew well, but was encouraged to step into new areas. One of the most pivotal moments came when she was asked to move into ICON Strategic Solutions (ISS) – a shift that took her out of her comfort zone and into a new way of thinking.

“I was always in ICR,” she says. “I knew the systems, the people, the processes – everything. Moving into ISS was scary, but it was one of the best decisions I’ve ever made.” That move opened her eyes to how different parts of the business connect, and it set a pattern for the years ahead.

Since then, she’s worked across several divisions, with each role broadening her perspective. “Staying in one area can feel safe,” she reflects, “but real growth comes from change. ICON encourages you to explore – not just within your division, but beyond it.” For her, the opportunity to move between divisions has been key to developing a more complete picture of how ICON operates. “I believe that usually we all stay within the same remit,” she says, “however, Barry Balfe (COO at ICON) pushed me to move to another division. And I’m very grateful for that.”

Each transition has brought new systems to learn, new ways of working, and new people to collaborate with – experiences that have enriched her understanding and strengthened her leadership.

Learning That Makes a Difference

Karen has always believed that development comes not just from courses, but from being open to opportunity. She’s taken full advantage of ICON’s learning resources – from Harvard Manage Mentor to internal mentoring and coaching. She is now a certified coach through EMCC, a qualification fully supported by the business.

But some of her most lasting lessons have come from experience. She recalls preparing for a major client defence with Barry – a moment that shaped how she approaches high-pressure situations. “He taught us how to present, how to manage ourselves, how to speak with confidence. That stayed with me.”

For Karen, growth often comes when you’re willing to be uncomfortable. “It’s not about having all the answers,” she says. “It’s about being humble enough to learn, and brave enough to try.”

Mentoring, in particular, has played a significant role. “This is a company that truly supports mentoring efforts,” she says. “Everyone can grow by sharing knowledge and expanding their network.” She is also a strong advocate of coaching, having been both a mentor and a mentee. “I’m a certified coach by the EMCC, and that was fully paid and promoted by ICON. It made a real difference in my career.”

Karen’s advice to others is simple: “Opportunities come to those who open their eyes. It’s a matter of stepping forward and not being afraid – and humble enough – to be open to learning new things.” Whether it’s through formal training, stretch assignments, or shadowing leaders, she believes the tools are there for those who seek them.

Purpose and Impact

One of the most rewarding aspects of the work has been involvement in vaccine trials – for influenza, COVID-19 and other infectious diseases. These are illnesses that affect local communities, and teams go the extra mile because they know the work matters.

“We have a very good history of participation in vaccine trials,” Karen says. “We’ve been able to over-enrol and maintain high data quality. That’s made a huge impact because these are diseases prevalent in our own country. People are eager to contribute to solutions for their communities.”

Being part of global studies also means patients in Mexico can access new treatments years earlier than they otherwise might. “If we participate in a trial, the time between approval in the US or Europe and availability in Mexico is significantly shortened,” she explains. “That’s a real advantage for our population. Any new molecule or product developed through a study in Mexico helps accelerate access to innovation here.”

Karen also points to the development of clinical investigation professionals within the office. “Over the years, we’ve developed a lot of talent – many of our colleagues are now celebrating 15, 17, even 19 years with ICON. That kind of retention speaks to the environment we’ve built and the opportunities we offer.”

What Makes Mexico Unique

The Mexico office is more than just a workplace – it’s designed to bring people together. With over 600 flexible desks, 25 meeting rooms, floor-to-ceiling views across three floors, and a canteen that seats 100, the space supports collaboration and wellbeing.

But for Karen, the true distinction is cultural. “We’re still people, not just a number,” she says. “We celebrate achievements, we learn from mistakes, and we take pride in what we do.” She also values the freedom to move across divisions – something she hasn’t seen replicated in the same way at other CROs in the region.

Karen highlights the importance of local leadership in maintaining this culture. “We have excellent local leaders who act as role models and open the path for future generations.” She believes that having decision-makers on the ground, who understand the local context and can work closely with global stakeholders, is crucial to long-term success.

The office’s physical expansion – including the addition of a third floor last year – reflects its growing role. But beyond the facilities, it’s the rhythm of daily life that makes the office special. “There’s always something happening,” Karen says. “From yoga to first aid training, blood donations, pinata-making, guest speakers – the employee experience programme keeps us connected.” These events aren’t just social – they foster networking, learning, and a sense of belonging. “It’s exciting to go to the office because you know you’ll meet people, learn something new, or be part of a team activity. It gives the whole office a friendly, happy vibe.”

Collaboration Across Borders

The Mexico team’s role has shifted from supporting local studies to becoming a global hub for services. “In the past five years, we’ve evolved into a true partner to other locations,” Karen says. “We’re not just a service provider – we’re a service partner.”

Today, Mexico supports colleagues in 55 countries through hubs in clinical operations (CTAs, Clinical Data Science, Pharmacovigilance, Site Activation, Language and Research Services) and GBS functions (HR, Finance, Procurement, Talent Acquisition, IT). “They rely on us,” she says. “And we work tirelessly to deliver quality and excellent client service across all teams.”

This shift has required a change in mindset – from local execution to global accountability. “We’ve had to adapt our ways of working, our communication, and our understanding of global needs. But it’s also been incredibly rewarding to see how much trust other parts of the business place in us.”

Navigating Change in Clinical Research

Since 2010, the clinical research landscape has changed dramatically. For Karen, the pandemic was a game-changer. “It forced us to look at new ways of doing things – remote monitoring, risk-based approaches, new technologies. We’ve always been at the forefront of innovation, but the pandemic accelerated everything.”

Other key shifts include real-time access to study data and the move from 100% source data verification to risk-based monitoring. “These changes have made our work more efficient and strategic,” she says. “We’re not just collecting data – we’re analysing it, acting on it, and focusing on what truly matters.”

Looking Ahead: Stability, Quality and Local Leadership

While growth has been significant, Karen’s focus now is on stability, quality and building local leadership. “Growth is important, but I want us to be known for doing things the right way – for reliability, consistency and high performance.”

She believes that having senior leaders on the ground in Mexico is essential. “We have a culture where we like to have our people close by. Local decision-makers can respond quickly, communicate effectively with global stakeholders, and support their teams in a way that remote leadership sometimes can’t.”

Her ambition is to help create an office where people feel supported, challenged and proud of what they do. “I see myself being part of this journey for many years to come,” she says. “This isn’t just a job – it’s a commitment to building something lasting.”

Advice for Those Considering ICON Mexico

Her message to anyone thinking of joining is straightforward: “Apply now. ICON offers a wide range of roles and real opportunities to grow. But it’s up to you to take them.”

She encourages people to seek feedback, build their networks and be open to new experiences. “ICON will support you every step of the way. This isn’t a place that expects perfection – it’s a place that values effort, curiosity and a willingness to grow.”

For those aspiring to leadership, she advises focusing on continuous learning, documenting achievements throughout the year, and never being shy to try something new. “Build your network and nurture it,” she says. “Organic growth is possible here – but it starts with you.”

If you're ready to start your career with ICON in Mexico, view our current openings today.

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Leadership in Mexico: Karen Hahn’s Journey at ICON

A Leader’s Journey: Karen Hahn on Growth, Culture and the Future of ICON Mexico

Growth Through Movement

Learning That Makes a Difference

Purpose and Impact

What Makes Mexico Unique

Collaboration Across Borders

Navigating Change in Clinical Research

Looking Ahead: Stability, Quality and Local Leadership

Advice for Those Considering ICON Mexico

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Impactful work. Meaningful careers. Quality rewards.

About Icon

Overview of Service Lines

Government and public health services

Global Office Locator

Inclusion & Belonging

ICON Cares - ESG

Why icon? full service mean for you?

Building a Successful Clinical Research Resume

Landing Your First Job in Clinical Research

Leadership in Mexico: Karen Hahn’s Journey at ICON

A Leader’s Journey: Karen Hahn on Growth, Culture and the Future of ICON Mexico

Growth Through Movement

Learning That Makes a Difference

Purpose and Impact

What Makes Mexico Unique

Collaboration Across Borders

Navigating Change in Clinical Research

Looking Ahead: Stability, Quality and Local Leadership

Advice for Those Considering ICON Mexico

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