Change Management & CX Specialist - IRS

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).

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.

• Supporting all 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
• Conducting quantitative 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
• Developing in-depth knowledge of client issues, needs,and contexts
• Sharing insights,results, and recommendationsina comprehensiblemannerthrough bothwrittenpresentations/reports and interactions with teams/clients

AtCenseo, we are looking for unique candidates whose passion and enthusiasm willhelp shape

Censeo'sclient insights and workplace culture.

Our staff have a wide range of backgrounds, areas of expertise,personality types,and favorite breakfast foods.

Our clientand culturalsuccessesarerooted inour team’sinnovation,creative…