Change Management & CX Specialist - IRS

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

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 

The Ideal Candidate: 

At Censeo, we are looking for unique candidates whose passion and enthusiasm will help shape Censeo’s client insights and workplace culture. Our staff have a wide range of backgrounds, areas of expertise, personality types, and favorite breakfast foods. Our client and cultural successes are rooted in our team’s innovation, creative problem solving, and collaboration. The unique perspective that you bring and the way you tackle problems are much more important to us than what’s printed on your diploma. We believe a successful Project Manager will have: 

• BA/BS required with a strong 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 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 

The Company:

Censeo Consulting Group is a top Washington D.C. based management 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. 

At Censeo, our award-winning culture means you’ll join a tight-knit community of 95 brilliant and passionate colleagues. 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 philosophy is horizontal, not hierarchical, and our open-door policy encourages a culture of entrepreneurship at all levels. We share successes, make decisions together, and foster an environment for 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 firm in 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%; 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. 

Join Our Award-Winning Culture!
Our passion wins awards. But don’t just take it from us… 

• 2024 Vault #41 Consulting 50 North America
• 2024 Vault #7 Best Consulting Firm for Hours in the Office
• 2023 Vault #9 Best Consulting Firm for Work/Life Balance 
• 2023 Vault #23 Best Consulting Firm for Overall Diversity
• 2023 Management Consulted #3 Best Boutique Firms in Washington DC
• 2022 Vault #41 Best Overall Consulting Firm to Work For
• 2020 Vault #21 Best Boutique Consulting Firm 
• 2019 Ivy Exec #7 Best Boutique Consulting Firm 
• 2018 Consulting Magazine Best Small Firms to Work For  
• 2017 Vault #12 Best Boutique Consulting Firm 
• 2016 Forbes Best Management Consulting Firms in America 
• 2015 Washington Business Journal’s Philanthropy List 

#LI-Hybrid