Jessica Rae Lovell

SVP, Director Of Customer Experience First National Bank Texas

Jessica Rae Lovell is a senior community banking leader, TEDx speaker, and Founder & CEO of Raevolution Speaking. She serves as Senior Vice President & Director of Customer & Digital Experience at First National Bank Texas, where she leads enterprise strategy focused on customer satisfaction, omnichannel experience, and building a culture rooted in trust and people-first service. Her nearly three-decade career with the bank began as a part-time teller and has spanned multiple leadership roles, strengthening service delivery, improving operational efficiency, and developing high-performing teams that drive measurable results. In 2025, Jessica delivered her TEDx talk, “The Strength Illusion: Why We Fear Vulnerability,” redefining strength and establishing vulnerability as a foundation of courageous leadership. Through Raevolution Speaking, she helps high-achievers move beyond burnout, perfectionism, and survival mode to lead with greater courage, authenticity, and purpose. Jessica is the former President of Financial Women in Texas (FWIT), currently serves on the Texas Bankers Association’s Bank Leadership Council, and was named a 2025 ABA Emerging Leader in recognition of her influence within the banking industry. As a first-generation college graduate, Jessica is passionate about mentorship and creating opportunities for others. She regularly speaks at universities and industry events and advocates for community banking on Capitol Hill.

Building for Growth - Human Centered and Innovative Branches

12:00 PM Keynote: Trust, Emotion, and Behavior - Leading Customer Experience When Expectations Are High

Customer trust has become one of the most fragile and valuable assets in retail banking, especially at a time when customer expectations are rising and patience is shrinking. In an environment where trust can be formed in seconds and lost in a single interaction, every employee—from branch teams to support operations to contact centers—plays a direct role in shaping how customers feel about their financial institution. In this session, Jessica Lovell will examine the psychology behind customer trust, why emotional impact often matters more than the issue itself, and how siloed decision-making can quietly erode customer confidence over time. She will explore why many customer experience challenges are rooted in leadership alignment, internal accountability, and culture—not simply frontline execution. Attendees will leave with practical ways to strengthen trust across channels and reinforce the idea that customer service is not owned by one department, but by the entire organization.

Hear about how to:

Recognize how quickly trust is built, damaged, and remembered in financial interactions
Strengthen recovery strategies when service issues or mistakes occur
Break down barriers that weaken consistency across customer touchpoints

Reinforce trust-building behaviors as a shared responsibility across teams

Check out the incredible speaker line-up to see who will be joining Jessica Rae.

Download The Latest Agenda