1. JEAN LUBBERT jeanlubbert1@gmail.com  (214) 769-7099  Birmingham, AL
http://webprofile.info/jlubbert/  www.linkedin.com/in/JeanLubbert/
RESEARCH AND CUSTOMER INSIGHT EXECUTIVE
Customer Satisfaction | Benchmarking & Process Improvement| Project Management
Strategic, intuitive problem-solver with a proven record of successfully managing multiple projects, delivering thought
leadership and exceeding expectations in all areas of consumer insights. A motivated and collaborative team player
demonstrating excellent leadership, presentation and communication skills. More than 10 years of strategic marketing
experience developing customized consumer and market research solutions and translating results into concise,
actionable insights for dynamic business growth.
- CORE LEADERSHIP COMPETENCIES -
 Strategic Marketing Research  Client Experience  Project Management / Planning
 Cross-Functional Collaboration  Change Management  Communication
 Brand Management  ROI Analysis  Resource Management
 Team Building  Strategic Vision  Marketing Plans
______________________________________________________________________________________________
- PROFESSIONAL EXPERIENCE -
CRC Insurance Services, Inc. | Birmingham, AL 2015-Present
Project Manager
CRC Insurance Services, Inc. is a leading Wholesale Insurance Brokerage Firm with offices across the United States. Led
insurance vendor rationalization project.
• Aggregate financial data for 1,600 active vendors.
• Segment vendors into sixteen categories.
• Collaborate with business owners to determine the rational for retaining vendors.
• Coordinate the collection of vendor contracts and service agreements for review by legal department.
BBVA Compass | Birmingham, AL 2009-2014
Manager of Research and Customer Insight
One of the top 25 largest US commercial banks with 688 branches in seven states. Led the market research and customer
experience departments. Managed a budget of $3.5 million and two direct reports.
•22% reduction in problem incidence rates achieved while increasing overall banking center customer satisfaction
rating by 3% in three years.
•Led a $400,000 research project that explored the benefit and brand equity of installing $350 million new core
banking platform.
•1% increase in checking account customer retention founded by leading the project team in creating a new
consumer onboarding program that JD Power & Associates recognized as best-in-class.
•Led five customer first project teams in implementing 50 process improvements with the greatest impact to client
experience.
•Developed the client experience training program for 600 bank employees.
•Implemented frontline Friday, an executive immersion program in which 75 senior-level managers visited a branch
or call center every quarter.

2. Jean Lubbert 2 of 2
Guaranty Bank | Dallas, TX 1998-2009
Manager Marketing Research
A $25 billion regional bank with 150 locations throughout Texas and California. Led marketing research, customer
satisfaction and loyalty studies as well as the retail and investment mystery-shop programs.
• 75% reduction in core product offering achieved by leading research, analysis and feasibility study to reduce a
15-component line of checking account products and collaborating with the project team to roll out the new
product offering.
• Led the creation of a 1,500-square-foot business convenience center, completed due diligence and feasibility
studies design, capital costs and operating budget.
• 88% overall customer satisfaction score attained for the bank by leading a customer satisfaction research
program recognized by industry experts as the highest in its category.
Project Manager – Retail Bank | 1998-1999
Supported marketing and sales special projects.
• Designed communication collateral, measured engagement and acceptance, developed training programs and
changed management strategies as a member of the people team in a 15-month strategic initiative.
• Implemented the retail and investment sales mystery shopper program that supported 150 banking centers.
• Received the President’s Award, the Leadership Award and recognition for implementing service-quality
programs.
• Developed criteria for five new retail bank job family performance evaluations and implemented the use of a
new online tool that was used by 150 managers to enter the performance results.
- CERTIFICATIONS -
Best Practices in Measuring Customer Satisfaction Certificate, CTME
Critical Perspectives in Management, IE Business School (MBA Level Course), Madrid, Spain
Negotiating, Persuading Others, Coaching, Marketing Essentials, Difficult Interactions, Virtual Teams and Decision
Making, Harvard ManageMentor
Inspiring Leadership through Emotional Intelligence, Case Western Reserve University
- PUBLICATIONS -
“Getting Relationships Off On The Right Foot: Maximizing Satisfaction in Account Initiation & Onboarding.” American
Banker Retail Financial Conference (2011). Web.
- AFFILIATIONS-
Project Management Institute, Member
Jeanlubbert1@gmail.com  (214) 769-7099