Deputy Chief Taxpayer Experience Officer

Washington, D.C
Jun 26, 2022
Jul 04, 2022
Executive, Chief
Full Time

We strongly encourage applicants to read the entire announcement before submitting their applications.

The Deputy Chief Taxpayer Experience Officer (DCTXO) serves as Deputy, and principal advisor to the Chief Taxpayer Experience Officer (CTXO) who serves as the principal advisor to the Commissioner and other key officials on matters pertaining to improving the taxpayer experience. The Deputy CTXO will drive strategy for taxpayer interactions and lead IRS efforts to address changing taxpayer expectations and applying customer service best practices. The Deputy CTXO's areas of focus include setting strategy, monitoring and prioritizing the taxpayer experience, coordinating identification of taxpayer trends and collaborating on the implementation of improvements Servicewide.

The Deputy Chief Taxpayer Experience Officer performs the following duties and responsibilities:
  • Advises the CTXO, IRS Commissioner and other key officials on major issues, options and decisions related to improving the taxpayer experience.
  • Provides executive direction on the development and utilization of effective programs to identify and solve complex taxpayer experience issues.
  • Ensures the Commissioner is informed on all taxpayer experience policy matters impacting IRS operations, ensures policy decisions are appropriately translated into directives and evaluates that directives are adhered to throughout the IRS.
  • Directs an organization accountable for monitoring and prioritizing the taxpayer experience across all interactions with the IRS, while also identifying taxpayer trends, emerging issues and determining how improvements can be implemented across the service.
  • Convenes partners to support culture and develop strategies for improving the taxpayer experience and plan for achieving measurable outcomes. Works with stakeholders across organizations, functions and levels to build customer understanding. Develops metrics, measures results and integrates new methodologies into existing systems.
  • Collaborates cross functionally with leadership enterprise-wide and liaises with groups to understand and enhance taxpayer experiences with the IRS to establish outreach and strategic communication campaigns. Fosters understanding of federal programs and services to understand customer needs and determine the value and benefits of services provided.
  • Designs and facilitates complex management studies, initiatives or data gathering efforts where the boundaries may be broad and difficult to determine in advance. This includes designing, maintaining and disseminating an in-depth understanding of taxpayer market segments and taxpayer needs through extensive use of business expertise and available market research tools.
  • Develops mechanisms for gathering or using existing quantitative and qualitative data to help stakeholders understand their customers; develops insights to inform decision-making and directs research using innovative methods. This includes designing surveys, conducting interviews, focus groups, usability test sessions, secondary research, observational studies, etc.
  • Reviews, evaluates and synthesizes data to uncover issues, identify trends and provide insights that drive organizational strategy. This includes creatively gathering and packaging compelling customer feedback, research and other data to develop insights to support leadership decision-making.
  • Supports the CTXO and IRS Commissioner in confirming IRS strategic planning reflects the short-term and long- range objectives and performance goals of the taxpayer experience strategy.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at


Conditions of Employment

If selected for this position, you will be required to:
  • Be a U.S. citizen to qualify for this position.
  • Be geographically mobile to accomplish the Service's mission.
  • Complete a one-year probationary period (unless already completed).
  • Certify you have registered with the Selective Service System , if you are a male applicant born after December 31, 1959, or certify you are exempt from having to do so.
  • Complete a Declaration for Federal Employment to determine your suitability for Federal employment.
  • Provide information to successfully complete a background investigation. Applicants must have a successfully adjudicated FBI criminal history record check (fingerprint check) and a NACI or equivalent.
  • Go through a Personal Identity Verification (PIV) process that requires two forms of identification as listed on Form I-9 (; of which one must be a valid state or federal government-issued picture identification. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. Employees must maintain PIV credential eligibility during their service with the Department of the Treasury.
  • Complete a pre-employment federal income tax verification process.
  • Complete verification of identity and employment eligibility as required by Federal law for all persons hired to work in the United States. The Internal Revenue Service (IRS) participates in e-Verify (Employment Verification) and may provide information from your Form I-9 to the Social Security Administration (SSA) and/or the Department of Homeland Security (DHS) to secure a work authorization. You will receive written instructions and contact information for SSA and DHS if this information cannot be confirmed.
  • File a Confidential Financial Disclosure Report (sf278) within 30 days of appointment and annually.


You must upload your responses to the Executive Core Qualifications (ECQs).

As a basic requirement for entry into the SES, applicants must provide evidence of progressively responsible leadership and supervisory experience indicative of senior executive level management capability and directly related to the skills and abilities outlined under ECQs and Technical Qualifications (TQs) listed below. Typically, experience of this nature will have been gained at or above the GS-15 grade level in the federal service or its equivalent leadership level within state or local government, private sector or non-government organization. As such, your resume should demonstrate you have the knowledge, skills, and abilities to successfully fulfill responsibilities inherent in most SES positions such as:
  • Directing the work of an organizational unit
  • Ensuring the success of one or more specific major programs or projects;
  • Monitoring progress toward strategic organizational goals, evaluating organizational performance and taking action to improve performance; and
  • Supervising the work of other managers and exercising important policy-making, policy determining, or other executive functions.

Failure to meet the basic qualification requirements and address all mandatory ECQs and TQs will result in your application being disqualified.

Current career SES members, former career SES members with reinstatement eligibility, and SES Candidate Development Program graduates who have been certified by OPM do NOT need to address the ECQs, however, are required to address the TQs in the resume.

Executive Core Qualifications (ECQs) : The ECQs were designed to assess executive experience and potential not technical expertise. They measure whether an individual has the broad executive skills needed to succeed in a variety of SES positions. All applicants must submit a written narrative to address the ECQs. Your narrative must address each ECQ separately and should contain at least two examples per ECQ describing your experiences and accomplishments/results. The narrative should be clear, concise, and emphasize your level of responsibilities, scope and complexity of programs managed, program accomplishments, policy initiatives undertaken and the results of your actions. Applicants should not enter "Refer to Resume" to explain your answer. The ECQ narrative must not exceed 10 pages.
  • Leading Change: This core qualification involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment. (Competencies: creativity and innovation, external awareness, flexibility, resilience, strategic thinking, vision)
  • Leading People: This core qualification involves the ability to lead people toward meeting the organizations vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. (Competencies: conflict management, leveraging diversity, developing others, team building)
  • Results Driven: This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high quality results by applying technical knowledge, analyzing problems, and calculating risks. (Competencies: accountability, customer service, decisiveness, entrepreneurship, problem solving, technical credibility)
  • Business Acumen: This core qualification involves the ability to manage human, financial, and information resources strategically. (Competencies: financial management, human capital management, technology management)
  • Building Coalitions: This core qualification involves the ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals. (Competencies: partnering, political savvy, influencing/negotiating)

  • Fundamental Competencies: These competencies are the foundation for success in each of the Executive Core Qualifications: Interpersonal Skills, Oral Communication, Continual Learning, Written Communication, Integrity/Honesty, Public Service Motivation. The Fundamental Competencies are crosscutting; and should be addressed over the course of each ECQ narrative.

    Additional information about the SES and ECQs can be found on the Office of Personnel Management (OPM) SES Website . You are strongly encouraged to review OPMs Guide to SES qualifications for specific examples and guidance on writing effective ECQ narrative statements.

    Applicants should follow the Challenge, Context, Action and Result (CCAR) model outlined in the OPM Guide to SES qualifications.
    • Challenge - Describe a specific problem or goal.
    • Context - Describe the individuals and groups you worked with, and/or the environment in which you worked, to address a particular challenge (e.g., clients, co-workers, members of Congress, shrinking budget, low morale).
    • Action - Discuss the specific actions you took to address a challenge.
    • Result - Give specific examples of measures/outcomes that had some impact on the organization. These accomplishments demonstrate the quality and effectiveness of your leadership skills.

    Mandatory Technical Qualifications (TQs):

    In addition to specialized experience, applicants must possess the following technical qualifications that represent the knowledge, skills, and abilities essential to perform the duties and responsibilities of the position. Please provide examples within your resume and explain the complexity of the knowledge possessed and the sensitivity of the issue(s) you handled. Your résumé must show you possess the following TQs:
  • Organizational Management - Knowledge of management theories, techniques, practices, along with knowledge of tax procedures and experience representing multiple types of taxpayers (e.g., low income, small business, corporate, etc.)
  • Building Partnerships - Experience developing strategic partnerships with a broad range of third- party stakeholders including tax practitioners, industry, non-profit organizations and academic institutions.
  • Data Analysis - The ability to develop performance goals and metrics designed to improve performance.
  • To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.


    There is no education requirement for this position.

    Additional information

    • Veterans' preference is not applicable to the Senior Executive Service.
    • Applications MUST be submitted through USAJobs.
    • Submit resume and all other required documents online by 11:59 PM EST of the closing date.
    • If you are in a telework eligible position, you may be directed to temporarily telework on a full-time basis due to COVID 19. Employees must be within a 200-mile radius of their official assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees may be directed back to the office to perform the duties of their position. Telework eligibility does not guarantee telework; employees must meet and sustain IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management.
    • Salary for Senior Executive Service jobs vary depending on qualifications.