IRS veteran Fumino "Fumi" Tamaki is the agency's new chief taxpayer experience officer.
Tamaki will oversee staff who identify opportunities to improve taxpayer experience and work with other IRS units to apply customer service best practices.
"This is a critical time for IRS, and I am excited to continue working with IRS leaders and our external partners in this role," Tamaki said in a statement. "The Taxpayer Experience Office team and IRS have made tremendous strides in improving the taxpayer experience. I am committed to build on this work to deliver the experience that taxpayers expect and deserve."
"The Chief Taxpayer Experience Officer plays a critical role at the agency and will pave the way for continuous improvements for taxpayers and the tax community across our key service delivery channels," said IRS Commissioner Danny Werfel said in a statement. "In this role, Fumi will work closely with IRS leaders and the transformation team to make improvements as well as with taxpayers and the tax community to develop capabilities to improve interactions in service and compliance."
Tamaki was previously an advisor in the IRS Transformation and Strategy office and before that a partner at Boston Consulting Group. She's also held positions with public sector clients on large-scale programs for improving customer experience, and has been a consultant at Charles River Associates on mergers and antitrust matters.
She received her MBA from Harvard Business School and her bachelor's in international studies and economics from Johns Hopkins University.
