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Head to Head with Elliot Shaw (Highways England)

Each week our CEO, Jo Causon interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week is Elliot Shaw, Director of Strategy and Planning at Highways England.

About Elliot Shaw – Director of Strategy and Planning at Highways England:
Elliot Shaw is the Executive Director of Strategy and Planning at Highways England, the government company that operates, maintains and enhances England’s 4,300-mile strategic road network (SRN). Elliot’s responsibilities include SRN strategy, Highways England’s organisational transformation agenda, its analytical and economist functions and its relationships with key statutory and regulatory bodies, including the Office for Rail and Road and Transport Focus.

About Jo Causon – CEO, The Institute of Customer Service:
Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

You can send your questions in advance by emailing:


Fri 28th May 2021


10:00 - 10:30

Who Can Attend

Open to Members & Non-Members




The Institute of Customer Service
The Institute of Customer Service
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