How Lumen CEO Kate Johnson Changed the Culture of a Billion-Dollar Company From Playing Not to Lose to Playing to Win
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Most companies in declining markets play it safe, clinging to survival strategies and hoping to outlast the competition. But survival isn’t in Kate Johnson’s playbook. As CEO of Lumen Technologies, she’s rewriting the rules, taking a telecom giant with 30,000 employees and billions in revenue, and steering it toward a bold transformation.
Kate’s mission is to take Lumen from a “playing not to lose” to “playing to win” mindset, which demands a cultural overhaul, bold leadership, and a relentless focus on people.
In this episode, Kate pulls back the curtain on what it takes to change a company’s DNA, from teaching employees how to have courageous conversations to redefining what “winning” looks like. Here’s how she’s leading Lumen’s charge to transform — and why her strategies can work for you too.
Listen to the episode here on Apple Podcast & leave a review!
Clarifying the Mission and Aligning Teams
One of Kate’s first moves as CEO was to bring clarity to Lumen’s purpose. “Who are we?” was the critical question. The answer wasn’t always obvious in an industry grappling with commoditization and shrinking revenue streams. Teams were spread thin, pulled in multiple directions, unsure if they were a telecom company, a tech company, or something in between.
The solution was bold and simple: refine the mission. For Kate, everything Lumen does must align with this purpose — “to digitally connect people, data, and applications quickly, securely, and effortlessly.” This clarity set their direction and helped every employee feel connected to a larger vision.
And this wasn’t a top-down process. Kate’s approach involved listening, involving employees in the discovery, and rolling out a strategy that everyone could believe in.
Creating a Culture of Courage and Resilience
Changing a culture doesn’t happen overnight, and it doesn’t happen with slogans alone. Kate knew this transformation required building new skills across the company to equip employees with the tools they need to succeed. Kate turned to frameworks like Dare to Lead by Brené Brown to teach her team essential skills: how to have tough conversations, build trust, and bounce back from setbacks.
Through this program, Lumen employees learned how to have difficult, fact-based conversations — what Kate calls “rumbling.” Whether it’s challenging a manager or debating priorities with a peer, these conversations are now encouraged, not avoided.
“We don’t want employees to play it safe,” Kate explained. “We want them to feel bold enough to speak up, even if it’s uncomfortable.” It’s about building a culture where risk-taking, transparency, and trust are the norms.
For leaders looking to spark cultural change, the takeaway is clear: culture follows behavior, and behavior changes when employees are equipped to thrive.
Shifting from Playing Not to Lose to Playing to Win
Lumen’s culture was shaped by years of cautious decision-making — a “playing not to lose” mindset. It’s a trap many companies fall into when the focus is on minimizing risks instead of pursuing bold opportunities. Kate saw the problem and flipped the narrative.
Her mission was a cultural shift to “playing to win.” This mindset isn’t just a motivational slogan. It’s about bold decisions — like eliminating Lumen’s dividend to redirect funds into growth-focused initiatives. For employees, this pivot was clear: Lumen wasn’t just fighting to survive — it was striving to thrive.
Listen to the episode here on Apple Podcast & leave a review!
Getting Close to the Action
For Kate, great leadership isn’t about sitting in a corner office. It’s about getting close to the action. In one example, she joined a technician on a fiber installation job. By observing the process firsthand, she uncovered insights into the customer experience and operational challenges.
This practice of “proximity” is central to her leadership philosophy. When leaders step into the shoes of their teams, they gain empathy, uncover hidden obstacles, and build trust.
The First 100 Days Blueprint
For any leader stepping into a new role, the first 100 days are critical. Kate’s approach includes:
- Listen First: Conduct listening sessions to understand the team’s challenges, goals, and frustrations.
- Provide Feedback: Share what you’ve heard and align the team around a clear mission.
- Act Boldly: Implement strategies that demonstrate commitment to change.
- Celebrate Wins: Recognize small successes to build momentum.
This isn’t a one-time effort. Effective leaders keep the feedback loop alive, continuously listening, learning, and refining their approach.
Conclusion
Changing a culture is one of the toughest challenges any leader can face, but it’s also one of the most rewarding. Kate’s journey at Lumen demonstrates that transformation starts with clarity, thrives on courage, and succeeds when leaders focus on their people. For anyone looking to rethink leadership or tackle a cultural reset, her insights are invaluable.
If you’re ready to hear the full story and gain more insights from Kate’s leadership playbook, listen to the episode here.
Her strategies aren’t just for CEOs — they’re for anyone ready to lead with purpose, courage, and vision.
Listen to the episode here on Apple Podcast & leave a review!
