Pension & Market Services: AI Governance

Establishing a trusted, scalable framework for responsible AI adoption.

At a Glance

DigiRen partnered with a global leader in Pension & Market Services to design and implement a fit-for-purpose AI Governance Framework - balancing compliance, ethics, and business agility to enable safe, scalable AI adoption across 12.5M+ customers.

ISO 42001

Aligned Framework

1st

AI Business Office

12.5m+

Customers served

This global leader in Pension & Market Services is divisional part of a larger global financial services group and services more than 12.5 million customers. The division wanted to leverage AI to improve efficiency and customer experience, but without a unified governance framework, AI adoption risked being inconsistent, opaque, and misaligned with regulatory expectations.

Early and rapid adoption of AI, presented the following challenges:

Lack of an enterprise-wide AI governance framework to manage risk and enable safe innovation
Fragmented understanding of AI responsibilities, policies, and approval processes
Increasing regulatory and compliance expectations around AI use in financial services
Need to accelerate AI adoption without compromising on trust, ethics, or data protection

The challenge for DigiRen: Develop a fit-for-purpose AI Governance Framework that balances compliance, ethics, and business agility, enabling the organisation to adopt AI responsibly while scaling its use.

DigiRen proposed and implemented a series of activities to establish and mature the architecture capability:

Discovery & alignment – Reviewed existing policies, risk frameworks, and technology governance; interviewed senior stakeholders to understand appetite, constraints, and current AI maturity.
Framework design – Mapped governance principles to ISO 42001 and other relevant standards, tailoring them to financial services context.
Use case management process – Designed an AI Use Case Intake and Prioritisation framework, linking scoring to strategic value, risk, and feasibility.
Leadership facilitation– Defined the AI Business Office (AIBO) structure, roles, responsibilities, and interaction with AI Labs for innovation pilots, including facilitation of the first few forums.
Policy & guidance – Drafted AI governance policies, procedures, and decision rights for responsible AI development and deployment.
Change enablement – Designed communications, training, and role-based guidance to embed governance practices in BAU operations.

Outcomes

A live, organisation-wide AI Governance Framework with clear ownership and accountability
Transparent processes for AI use case approval, monitoring, and ongoing compliance
Increased stakeholder confidence in AI adoption from board to operational teams
Faster AI product delivery without sacrificing compliance or risk controls
A scalable governance model that can evolve as regulations and AI capabilities mature