People & Culture, the Invisible Engine of Europe's Busiest Airport

How do you keep an employee experience working across a 24/7 operation that runs from the boardroom to the runway?

At Europe’s busiest airport, the infrastructure everyone sees depends on a complex human engine behind it.

In this podcast-style session at the Engage Employee Summit, Paul Johnston, Senior Employee Experience Manager at Heathrow, explains how they’ve built an employee experience that works for every part of the operation.

He’ll cover how Heathrow gets a pulse survey response rate of more than 90%, why they’ve given more power to local teams, and what changed when they moved their focus from engagement to employee experience.

Expect practical lessons you can use in your own organisation, however large or complex it is.

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

Paul Johnston

Heathrow Senior Employee Experience Manager

Paul Johnston is Senior Employee Experience Manager at Heathrow. He joined via the Future Leaders Graduate Programme, gaining a cross-functional view of the business through high-impact rotations across Commercial, Operations, Security, Expansion, and People. He previously managed Engagement and Equality, Diversity & Inclusion (EDI) at Heathrow. A Geography graduate from Loughborough University, Paul is especially curious about human behaviour in complex organisations. Outside of work, he’s a distance runner and represents London on the global board of Midnight Runners. He recently ran a 1:18 half marathon.

People & Culture, the Invisible Engine of Europe's Busiest Airport

Paul Johnston

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