Laura Davis – Customer Experience and Supplier Practice Lead, National Highways Laura Davis is a Supply Chain Professional at National Highways with extensive experience in driving customer-focused performance across infrastructure delivery. As Customer Experience and Supplier Practice Lead, she leads strategic improvements in customer-centricity across 85 supply chain partners, enhancing outcomes for those impacted by the Strategic Road Network. With a background in performance management, stakeholder engagement, and continuous improvement, Laura developed Phase 2 of the National Highways Supply Chain Customer Maturity Model and refined key metrics to strengthen supplier accountability and community impact. She co-leads the annual Supply Chain Customer Maturity Best Practice Event and was recognised with the Most Considerate Client Award in 2024. A member of the Institute of Customer Service, Laura is passionate about embedding customer culture into infrastructure delivery.
From how we plan, communicate, and design, to the systems and processes we manage — every decision made behind the scenes can shape the experience of our customers, the working day of our frontline colleagues, and the effectiveness of other teams. The National Highways Customer Business Priority group works across the National Highways Supply Chain community to support them in delivering the best possible experiences for customers, whilst also making the network safer for those working on the front line. ‘PIARC (Word Road Association) brings global best practice from across the sector to support this.