Open to opportunities

Charley Lowdon

@charleylowdon

Digital transformation and public health operations professional blending UX research and project management to improve service experiences.

Spain

Message

What I'm looking for

I’m looking for a role where I can combine digital transformation, user research, and project management to improve service experiences—using data and tech, partnering across teams, and turning feedback into practical, measurable change.

I’m a public health and operations professional who drives digital transformation, user research, and project management to improve how people experience services—from patient pathways to more efficient internal processes. I’m naturally curious, and I look for opportunities to improve by using data, technology, and by listening to service users.

Currently, I lead digital transformation of administrative processes as Social Secretary at the British Embassy Madrid, using Microsoft tools and low-code solutions to reduce manual workload and increase team efficiency. I also own the Embassy’s CRM Tech Workstream—leading implementation and adoption, and training staff across multiple embassies globally—and I oversee event systems and workflows to streamline planning and RSVP management.

Previously at the Imperial Maternity Voices Partnership (NHS), I developed and executed a strategy to leverage service user feedback to directly improve maternity services, including inclusive language review. I managed a multi-platform social media presence, created campaigns and events, served as the primary point of contact for enquiries, and provided UX-focused feedback on maternity documents so they better met the needs of diverse service users.

Across NHS digital transformation work, I’ve supported stakeholder engagement, reduced administrative burden, and improved data accuracy by leveraging Microsoft tools and operational research methods. I’ve also coordinated high-pressure patient pathways with KPI and cancer pathway requirements, and earlier work in onboarding used user research to bridge product teams and customers—shaping improvements that reduced onboarding time and cost by over 50% while maintaining quality.

Experience

Work history, roles, and key accomplishments

Current

Social Secretary

Current

British Embassy Madrid

May 2025 - Present (11 months)

Led digital transformation of embassy administrative workflows using Microsoft tools and low-code automation, reducing manual workload and improving team efficiency. Owned CRM and event management workstreams, driving staff adoption and streamlining RSVP/event planning for high-profile Residence events.

Digital Transformation Microsoft 365 Low Code CRM Implementation Workflow Design Event Management Staff Training Stakeholder Management

Communications Lead

Imperial Maternity Voices Partnership

Sep 2022 - Feb 2025 (2 years 5 months)

Developed strategy to use service user feedback to improve maternity services, including inclusive-language review and content. Managed multi-platform social media, ran campaigns/events, and provided UX-focused feedback on maternity materials for diverse service users.

UX Research Social Media Management Inclusive Language Content Strategy Community Engagement Campaign Management User Feedback

Digital Transformation Support Officer

NHS Hertfordshire & West Essex Integrated Care Board

Apr 2023 - Aug 2024 (1 year 4 months)

Delivered digital transformation projects with Microsoft tools to improve stakeholder engagement, reduce administrative burden, and enhance data accuracy. Led improvements to the Training Hub website using focus-group user feedback and supported training programme reporting for directorate meetings.

Digital Transformation UX Research Stakeholder Engagement

Patient Pathway Coordinator

Royal National Orthopaedic Hospital

Jun 2022 - Apr 2023 (10 months)

Coordinated patient pathways in the Joint Reconstruction and Sarcoma team against strict KPIs, supporting high-volume caseloads and pathway requirements. Identified and escalated bottlenecks and waiting-time breaches while collaborating with clinical colleagues to improve patient management processes.

KPIs Process Improvement Caseload Management

Referrals Administrator

Central Middlesex Hospital

Dec 2020 - Dec 2021 (1 year)

Processed inbound referrals through multiple NHS systems with high accuracy under strict timescales and supported management with quality checking. Investigated incomplete or incorrectly processed referrals to mitigate risks and improve referral handling.

Referral Management NHS System Case Management Compliance Quality Assurance

Global Talent Acquisition Coordinator

IHG

Sep 2018 - Nov 2020 (2 years 2 months)

Supported project reporting by maintaining master project plans and RAID logs, and created recruitment marketing materials for global channels. Managed social media career channels and partnered with regional talent acquisition teams to resolve candidate enquiries.

Project Planning RAID Management Recruitment Marketing Social Media Management

On-Boarding Coordinator

UENI Ltd

Jun 2017 - Jul 2018 (1 year 1 month)

Conducted user research to translate customer pain points into actionable product insights, reducing onboarding time and cost by over 50% while maintaining quality. Owned end-to-end customer touchpoints (calls, emails, chatbot) and wrote user-facing support content for Zendesk to reduce user effort.

User Research Customer Journey Mapping Onboarding Zendesk UX Writing Product Insights Customer Experience