Change Management & CX Specialist - IRS

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Quick Summary

Requirements Summary

Supports adoption planning, communications, training, and change controls so approved pilots and new processes can be implemented without degrading service delivery.

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OtherChange Management

The Position:

We are looking for eager, driven candidates with experience in people management, communication, facilitation, problem-solving, and analysis to guide our teams in developing impactful solutions for our Federal clients at the IRS (Internal Revenue Service).

The Work:
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.

Domains:
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.

Responsibilities

~2 min read

Censeo Consulting Group is based in Washington D.C., a fantastic city for working professionals. We work in a hybrid setting with flexibility to work from home and work in our office conveniently located in the heart of downtown, just a few blocks away from the White House. And with many of our clients also based in D.C., we have the luxury of leaving for a meeting and being back in the office in time for post-work happy hours, team dinners, and game nights.

The Fine Print:

→The salary range for this role is $90,000 - $165,000 depending on experience
→Expected travel 10-25%; may increase based on business needs
→This is an exempt, full-time position
→This role is subject to a hybrid work schedule
→Essential Physical Functions
- →Sitting: Particularly for sustained periods of time
- →Light Carrying: Physically transporting items weighing less than 15 pounds from one location to another

Censeo offers a competitive compensation and benefits package, including paid vacation and sick leave, flexible and remote work opportunities, and tuition and training reimbursement. More information on our benefits and perks can be found at https://www.censeoconsulting.com/about/join-us/.

Censeo is an equal opportunity employer. We are committed to providing equal opportunity to all applicants and employees in full compliance with all applicable state and federal laws prohibiting discrimination on the basis of race, color, age, gender, religion, national origin, disability, protected veteran status, or any other class protected by applicable state or federal law.

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