Heathrow - Leadership Development

Helping Heathrow develop the leaders of the future with our award winning programme

Heathrow saw a remarkable 19% increase in employee engagement and an 8% jump in trust in leadership, thanks to Solvd's impactful leadership program

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The Heathrow challenge

Post-pandemic, Heathrow confronted a daunting task: reviving operations at full capacity with a depleted workforce. Loss of experienced personnel had left a gap, and trust within the organisation needed urgent repair to unite a fragmented team.

The Solvd leadership development solution

Solvd partnered with Heathrow to create a transformative, award winning, leadership development program called "Lead the Way' - an 18 month programme,  integrating live and digital experiences into the workday, and targeted at middle and first time managers.

The Lasting Impact

Background and context

Heathrow is the world’s busiest international airport and the hub of the civil aviation world. Over 67 million passengers travel through the airport annually on services offered by 90 airlines travelling to over 180 destinations in over 90 countries.

Following the COVID-19 pandemic with unprecedented disruption to the aviation industry, Heathrow wanted to acknowledge and reset their leadership expectations and behaviours. ‘Lead the Way’ was an award-winning, immersive development journey, designed to provide practical guidance for leaders in operational and non-operational roles.

‘Lead the Way’ was a reboot, refresh and recognition engine for over 2000 middle and first-time managers. The target metrics were engagement, trust in leadership, inclusion, and leadership confidence. The impact was tracked through the company 'Pulse' survey, as well as qualitative feedback post-programme. The ‘plot twist’ was it needed to be relevant to a diverse range of roles from Security Officers to Baggage Handlers, and people with varying levels of experience, from 10-year veterans to those in their first leadership position.

Why Heathrow chose Solvd

Having worked in partnership with Solvd Together on an award-winning Graduate Induction Programme for Deloitte. Lucy Davies, Head of Learning and Development, was an advocate of human-centred learning design. Solvd’s innovative and collaborative approach under challenging constraints meant the client trusted us to create a compelling solution for Heathrow’s diverse range of leaders.

What Solvd delivered

Solvd created the internal brand for ‘Lead the Way’ through on a series of creative workshops with stakeholders. This led to the development of an immersive learning environment that provoked a feeling of “something different is happening here”.

The programme journey was a combination of live and digital experiences spread over 18-months with various touch points in the ‘flow-of-work’. Using real leadership stories captured on video, we created a teaser campaign and developed psychological safety so people would be open to sharing their experience, and personal leadership challenges.

The live events brought together 25 leaders and incorporated game design, simulation, and behavioural science. The ‘Cards Against Bad Leadership’ game explored the impact of leaders’ mindset, skills and behaviour on their teams and customers, and we developed actor-led scenarios to bring to life difficult leadership conversations.

To ensure application of the learning in the ‘flow-of-work’, we developed pocket guides for those conversations, and rewarded leaders with ‘Lead the Way’ badges: Gold, Silver, and Bronze, supported by peer-to-peer coaching and digital resources on the leadership ‘resource hub’.

The Results

Lead the Way has been recognised by the C-Suite including the CEO, and Solvd Together was recognised as Heathrow’s Supplier of the Year in 2023. Watch Thomas Woldbye, Group CEO Heathrow Airport, talk about why Solvd has been recognised as supplier of the year, in the video below.

The programme receives an average NPS +55 and has been the driving factor in a 19% increase in employee engagement, 7% uplift in inclusion, and 8% jump in trust in leadership. The Solvd Together and Heathrow L&D team are incredibly proud of their partnership, and this has led to the successful delivery of other learning projects in Customer Experience and Security Training.  This leadership programme also won 'Highly Commended' at the British Training Awards in 2024.

"Lead The Way” has been a fantastic programme to reset the culture at Heathrow and equip the front line & middle managers to set the tone for our organisation.  The feedback has been exceptional, but more importantly, it has had impact.  We have increased our overall engagement metric by 19 % points since the start of the programme and improved our scores around inclusion, and line management support” ~ Jason Knight, People Director 

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Next Steps

By putting your leaders at the centre of your learning design approach, you can create a transformational experience that delivers business impact. Want to find out how we can help?

Contact us now for a discussion.

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The challenge

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

The solution

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

The Lasting Impact

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

Related Services

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

FAQ

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

Next Steps

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What do you
need solved?