Change Management & CX Specialist - IRS

Censeo Consulting Group

Washington

Hybrid

USD 90,000 - 165,000

Full time

14 days+

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Benefits offered by this job

Hybrid work model

Remote work opportunities

Tuition reimbursement

Paid vacation

Paid sick leave

Job summary

Censeo Consulting Group in Washington, DC, seeks a Change Management & CX Specialist to guide teams delivering IRS modernization initiatives. You will analyze TAC operations, design future-state processes, and help implement data-driven improvements that boost efficiency and taxpayer experience.

You will work with diverse stakeholders, manage communication, training, and change controls, and contribute to strategy through rigorous analysis and clear written and verbal reporting.

Qualifications

BA/BS required with strong academic background.
10+ years of related work experience.
Certifications in requisite domain are highly preferred.
Experience working for or supporting the IRS strongly preferred, including knowledge of IRS Digitalization projects and IRS Publishing 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.

Responsibilities

Supporting all aspects of client engagements from defining the strategy of a project to preparing final deliverables.
Assessing organizational roadmaps and developing 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 stakeholders.
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.

Skills

People management

Communication

Facilitation

Problem-solving

Analysis

Project management

Leadership

Education

BA/BS required

Tools

Excel

PowerPoint

Job description

Change Management & CX Specialist - IRS

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

Responsibilities:

Supportingall aspects of client engagements from defining the strategy of a projecttopreparing 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
Conductingquantitative and qualitative analysis of datatoidentify trends, find opportunities areas, anddevelopmeaningful 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
Developingin-depthknowledge of client issues, needs,andcontexts
Sharing insights,results, and recommendationsina comprehensiblemannerthrough bothwrittenpresentations/reportsand interactions with teams/clients

The Ideal Candidate:

AtCenseo, we arelooking for unique candidates whose passion and enthusiasm willhelp shapeCenseo'sclient insights and workplace culture.Our staff have a wide range of backgrounds, areas of expertise,personality types,andfavorite breakfast foods.Our clientand culturalsuccessesarerooted inour team’sinnovation,creative problem solving, andcollaboration. The unique perspective that you bring and the way you tackle problemsaremuch more important to us than what's printed on your diploma.We believe a successful Project Manager willhave:

BA/BS required withastrong academic background
10+ years of related work experience in one of the domains listed above
Certifications in requisite domain are highly preferred
Experience working for or supporting the IRS strongly preferred, including knowledge of IRS Digitalizationprojects andIRS 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
Abilityand desire totakeinitiativeand ownershipoverproject workand professionaldevelopment and growth
Knowledge of Excel, PowerPoint and other spreadsheet and presentation software

The Company:

CenseoConsulting Group is atop Washington D.C. basedmanagement consulting firm dedicated to helping public sector and non-profit clients build operational excellence, deliver better outcomes, and lower cost. We take a personalized approach to strategic consulting to solve our clients’ most complex problems and build operational excellence that transforms their organizations,allowing them to better deliver on their public and social missions.

AtCenseo, our award-winning culture means you'll join a tight-knit community of 95brilliant andpassionatecolleagues.We are advocates for a better functioning public sector,and we're also good friends who know the names of each other’s dogs.Our philosophyis horizontal, not hierarchical, andour open-door policy encourages a culture of entrepreneurship at all levels.We share successes, make decisions together,andfoster an environmentfor those with passion and initiative to lead.Our colleagues bring their own unique personalities to work every day and use them to help shape our growing firmin ways that reach far beyond client projects.

The Location:

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%; mayincrease 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.

Join Our Award-Winning Culture!

Our passion wins awards. But don’t just take it from us…