Skip to content
Register Your Interest

EasyJet Case Study: Building Trust With Frontline Through Better Listening



With 80% of its workforce working from aircraft rather than an office, how does easyJet make sure its frontline people are truly heard?

In this episode, Kate Marks, Head of People Insight and Employee Listening at easyJet, shares how the airline rebuilt trust with its crew and pilots by rethinking how it listens. Kate explains why the link between employee and customer satisfaction becomes three times stronger on disrupted flights.

She also covers how easyJet co-designed its new “Airwaves” survey with crew, and how a 30-day commitment made sure every employee heard the results quickly.

It’s packed with practical lessons for anyone trying to engage a dispersed or frontline workforce, from bringing middle managers on board to listening in your people’s own words.

 

 

 

To register your interest for a free place at the 2027 Engage Employee Summit click here.
Kate Marks

Kate Marks

easyJet Head of People Insight and Employee Listening

Kate Marks is Head of People Insight and Analytics at easyJet, where she leads an employee listening agenda that connects culture, colleague voice and organisational insight.

She focuses on surfacing meaningful feedback and turning it into clear, actionable stories that help leaders understand how people experience work.

Kate specialises in translating insight into practical guidance that shapes people strategy and supports change. She is recognised for making insight accessible and culturally relevant, helping easyJet build a more connected, people‑centred organisation.

Keep up to date with the latest events, resources and articles.

Sign-up for the Engage Employee Newsletter

footer-logos

 

 

 

Copyright © 2026, Engage Business Media Ltd

engage-business-media