Head of Deflection

Job Purpose

The Head of Deflection Team leads the strategy and execution of initiatives that reduce support demand across Customer Engagement. The role is responsible for identifying recurring customer and operational issues, driving automation and self-service adoption, improving knowledge management, and delivering continuous service improvements that enhance customer experience and reduce cost to serve.

About Product & Technology

Product & Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Product & Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS.

With a global reach, Product & Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Product & Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Job Overview

Key Responsibilities

• Leadership & Strategy

• Define and lead the support deflection and optimisation strategy.

• Build and develop a high-performing Deflection Team.

• Establish a roadmap for automation, AI, self-service, and service improvement initiatives.

• Drive a culture of continuous improvement and data-driven decision-making.

• Analytics & Continuous Improvement

• Analyse support demand, trends, and recurring issues.

• Identify opportunities to reduce avoidable support contacts.

• Lead root-cause analysis and drive improvements across products, processes, and services.

• Measure and report the impact of deflection initiatives.

• Automation & Knowledge Management

• Drive adoption of knowledge management, self-service, workflow automation, and AI capabilities.

• Ensure recurring issues are addressed through scalable solutions rather than repeated support effort.

• Oversee ServiceNow optimisation and support process improvements.

• Stakeholder Management

• Partner with Product, Engineering, Support, and Technical Account Management teams to address common drivers of support demand.

• Provide regular insights and recommendations to leadership.

• Influence product and service improvements using support data and customer feedback.

• Success Measures

• Deflection rate

• Reduction in repeat requests

• Knowledge base effectiveness

• Automation adoption and value delivered

• Support efficiency improvements

• Reduction in cost to serve

• Experience & Skills

• Experience leading support, service improvement, or operational excellence teams.

• Strong analytical and problem-solving skills.

• Proven track record delivering automation, self-service, or process improvement initiatives.

• Experience working with ServiceNow or similar service management platforms.

• Strong stakeholder management and leadership capabilities.

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS.

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.