Change Management & CX Specialist - IRS

Censeo Consulting Group•Washington, DC

6d•Hybrid

About The Position

This role supports the Internal Revenue Service (IRS) in modernizing its nationwide network of more than 350 Taxpayer Assistance Centers (TACs), which provide critical in-person services to taxpayers seeking assistance with tax law inquiries, account resolution, identity verification, and other tax-related needs. The team will be responsible for analyzing TAC operations, workforce utilization, service delivery models, business processes, and technology capabilities to identify and implement data-driven modernization strategies that improve efficiency, effectiveness, accessibility, and taxpayer experience. Working with diverse stakeholders across the IRS, the team will leverage operational analysis, process improvement, workforce planning, change management, performance measurement, and emerging technologies to enhance service delivery, strengthen data security and identity verification processes, optimize staffing and resource allocation, and develop reporting and analytics capabilities that support real-time decision-making. The role contributes directly to the IRS Strategic Plan by advancing initiatives that improve taxpayer services, increase operational performance, preserve institutional knowledge, and ensure equitable, accurate, and high-quality assistance for taxpayers nationwide. We are seeking candidates to serve as Functional Specialists and Leads in the following areas: Customer Experience Specialist: Captures taxpayer and employee needs, performs journey mapping and qualitative research, quantifies pain points in the service-delivery model, and translates insights into future-state design requirements. Change & Knowledge Management Lead: Supports adoption planning, communications, training, and change controls so approved pilots and new processes can be implemented without degrading service delivery.

Requirements

BA/BS required with a strong academic background
10+ years of related work experience in one of the domains listed above
Experience working for or supporting the IRS strongly preferred, including knowledge of IRS Digitalization projects and IRS Publishing organization operations
Experience should include work in professional services, consulting, and/or federal government service or contracting
Superior creative problem-solving, analytical, and quantitative skills
Ability to work effectively on projects with demanding deadlines in a team environment
Effective written and verbal communication skills with an ability to share and synthesize knowledge
Ability and desire to take initiative and ownership over project work and professional development and growth
Knowledge of Excel, PowerPoint and other spreadsheet and presentation software

Nice To Haves

Certifications in requisite domain are highly preferred

Responsibilities

Supporting all aspects of client engagements from defining the strategy of a project to preparing final deliverables
Conducting assessment of organizational roadmap and development of forms modernization production workflow and long-term management and improvement
Assisting in identifying the measures of success and risks, assess the effectiveness of modernizing the selected forms, and establish a baseline
Attend site visits to TACs, assessing current processes and interviewing key stakeholder
Conducting quantitative and qualitative analysis of data to identify trends, find opportunities areas, and develop meaningful insights
Contributing thought leadership by engaging in the development of recommendations
Contributing to written and verbal communication specific to the engagement
Building client relationships across your client account, including understanding customer requirements and identifying and resolving delivery risks before they happen
Consistently deriving sound business insights from analysis of complex issues
Developing in-depth knowledge of client issues, needs, and contexts
Sharing insights, results, and recommendations in a comprehensible manner through both written presentations/reports and interactions with teams/clients