Building Trust Through Storytelling

With a career built on public service, storytelling, and community connection, Meredith Johnson took on the role of Executive Vice President of Communications at METRO at a pivotal moment for the agency. She views public transit as more than buses and trains. To her, it is a system that links people to opportunities and strengthens Houston’s diverse communities.  

Meredith’s path has spanned both government and the private sector, shaped by a core belief: communication should foster trust. Early in her career, she witnessed the power of transparency and clarity to close gaps between organizations and the people they serve. That principle ultimately led her to METRO, where she now leverages her extensive experience to foster stronger connections between the agency and its riders. 

“Being part of an agency that is transforming how people move and why they move is the most important work I’ve ever done,” she said. “I do not take this responsibility lightly.” 

Through the METRONow plan, Meredith has reshaped METRO’s Communications Department from a reactive function into a strategic driver of change.  Under her leadership, she successfully merged marketing, digital engagement, public relations, and internal messaging under one unified framework, ensuring that every communication tells a consistent story.  

Partnership is at the center of her approach. By collaborating with civic leaders, nonprofits, and local businesses, Meredith amplifies METRO’s reach while ensuring campaigns remain both creative and cost-effective. From announcing new routes to sharing service updates, her team works to deliver messages that are authentic and meaningful to Houston riders. 

“We don’t just speak to the community,” she explains. “We listen first. Ultimately, this transformation is about strategic storytelling, shaping and sharing METRO’s role in building a more vibrant, connected, and equitable Houston.” 

The Communications Department now works proactively to anticipate questions before they’re asked. Whether through community events, social media, or face-to-face conversations at transit centers, Meredith ensures riders receive clear, accessible information.  

“METRO’s evolution isn’t about change for the sake of change,” she noted. “It’s about purposeful progress with riders always at the center.” 

What inspires Meredith most is seeing the direct impact of her work, whether it’s helping someone get to a medical appointment, a class, or a family gathering. Her proudest moments come when creative campaigns and empathetic outreach translate complex transit updates into confidence for everyday riders. 

Still, she recognizes the challenge of reshaping public perception in real time. Transit is personal, and service changes can spark frustration. Meredith views each concern as a chance to build trust and reaffirm METRO’s commitment to its riders. 

“Every question we answer and every concern we address helps build trust,” she said. “That’s what keeps us focused and grounded in our mission.” 

Looking ahead, she sees communications as central METRO’s mission. As Houston grows more diverse and dynamic, she believes storytelling will play a key role in showing how mobility builds equity and community. Under Meredith’s leadership, METRO is doing more than moving people. It is connecting lives through stories that inspire, empower, and unite. 

“There is something incredibly fulfilling about giving people the tools and information they need to move through their day with confidence,” she remarked.  “I also love seeing how our team uses creativity and empathy to bridge the gap between complex transit operations and the everyday rider experience. Being a part of that is both humbling and inspiring.”